As difficult as customers may seem at times, there’s very little they actually want – personalized, timely and resolute service. Too often firms bounce customers around in a corporate game of pinball, ricocheting from agent to agent, having to explain the same issue, question or concern multiple times with no resolution in sight. Companies are learning omnichannel support is the optimal way to address the need, with a primary channel being social media. For this reason, inContact and HelpSocial teamed up to offer the contact center social media care abilities.
“Customer service via social media is crucial for companies to connect with their customers and this vital functionality is a key component to a true omnichannel platform,” said Paul Jarman, CEO of inContact. “We are very excited to provide our customers with an easy-to-use social media channel in the cloud through our partnership with HelpSocial.”
HelpSocial’s social media solution is integrated with inContact’s Open Cloud Platform, and because it is not an add-on, agents can pair customer records and social media profiles in real-time. Agents gain access to complex conversation search features, a view of all channel communications and provides supervisors with detailed dashboards and social media activity reporting. This provides agents with contextual information, bringing them quickly up to speed and able to service the customer in a timely and satisfactory manner.
“HelpSocial allows businesses to serve customers over social media without disrupting current processes and tools,” said Matt Wilbanks, HelpSocial CEO. “Working alongside a leader like inContact to bring their customers social as a channel is exciting validation for the role social media plays in customer service.”
The future is omnichannel, and as we’ve seen in the headlines time and time again it only takes one bad interaction to hurt a brand’s reputation. Contact centers only get one chance to make a first impression.