In recent times, the usage of social media has gained a lot of popularity. Even businesses are making use of social media to connect with their existing as well as potential customers Their Contact Center Software.
Businesses that are still using the traditional ways of interaction with their customers must implement social media contact center software to achieve a considerable advantage and enhance their reputation throughout the world.
When talking about the presence of people on social media platforms, there are more than 1.5 billion users on Facebook and Twitter platforms globally.
Most of these users prefer using social media to interact with businesses either to receive a quick response to their query or issue from the customer service or to share their experience about the particular brand.
A large number of contact centers are implementing the latest innovations and technologies to keep themselves in pace with the changing requirements of the customers.
The omnichannel contact center software is one such technological advancement that facilitates state-of-the-art social media capabilities for customer service and enterprises.
Many software comes with in-built social media capabilities to help enterprises engage and support their customers on their preferred social media channels.
For today’s companies being present over social media channels is very important, thus the most efficient option for them is to integrate their contact center software with Twitter, Facebook, etc.
Today’s customers expect instant satisfaction; they want their issues or queries to be addressed quickly and efficiently across multiple channels. If a customer is not satisfied with the service, he may utilize the social media channel to share his experience.
To avoid such situations, many companies are coming up with contact center software with social media integration with the intent to respond to Twitter mentions and Facebook posts as they do through direct customer support phone calls or emails. Among various social media channels, Twitter is a widely used platform for businesses to share important information quickly in real-time. It also allows businesses to reach new customers, seek feedback, and respond to customer’s queries or issues.
Features of Twitter Integration with Contact Center Software
Some of the common features of Twitter integration with contact center software are:
- Easy Post Scheduling: Businesses can easily schedule brief posts about their products and services, which helps to save both time as well as resources.
- Effective Monitoring of Conversation: The integration allows businesses to monitor conversation easily and make it more effective by responding quickly and efficiently.
- Track Analytics: Companies can easily track and collect analytics through the software to determine how customers are reacting to their posts.
- Geo-Targeting: Through social media integration, businesses can even target customers in a particular geographic area.
Why Twitter Integration with the Contact Center System is Beneficial for Companies?
Today, Twitter has more than 185 million daily active users throughout the world. This platform is increasingly being used by the customers to share their experience or opinion about products and businesses, raise an issue, provide feedback, or recommend a service.
This is perhaps the biggest reason to integrate Twitter with the contact center. The integration also allows businesses to keep track of the tweets. They can easily interact with customers over Twitter within the software itself without the need to log in to the Twitter app. Some of the key benefits of Twitter integration include:
- Twitter can be integrated easily and efficiently with multi-tenant contact center software.
- Twitter provides a perfect platform to share short yet quick and meaningful information in real-time.
- Businesses can even attach media to announce any service or product, to promote their existing products, or anything that can benefit their business.
- With Twitter integration, businesses can create multiple Twitter accounts for different departments.
- With the help of the Twitter integration with the contact center system, businesses can gather real-time data analytics, and accordingly, they can create or modify their sales and marketing strategies.
- The integration facilitates businesses to easily track brand mentions and keywords.
- Businesses can monitor all their brand mentions in real-time.
- Businesses can easily respond to tweets, comments, and mentions from one place.
- The integration also allows businesses to categorize and search their Twitter communication and customer comments with ease.
- When integrated with the contact center, the software automatically captures the public mentions as tickets.
So, these are some of the key benefits of integrating Twitter with a contact center software system. Customer satisfaction is undoubtedly the most important thing when it comes to providing customer service.
With the help of Twitter integration, companies are not required to constantly monitor their Twitter accounts. They can easily connect with their customers by joining ongoing conversations, even when they are not tagged directly.
After all, being connected with customers on their preferred channels through Social Media Contact Center Software can help businesses to achieve a competitive edge and showcase to their customers that they care for them and are always available to assist them whenever there is a need.
