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Delivering customer service through social media

How can you delight your hyper-connected customers?

Social Media allows you to meet your hyper-connected customers on the platforms relevant to them. Instantly respond to customers’ queries on Facebook, Twitter, WhatsApp and Trustpilot to show you care and to build communities of loyal consumers who can amplify your brand. 

All-in-one platform 
Manage all your social media channels from within our omnichannel contact centre Agent Application 

Impress influencers 
Prioritise conversations with VIP customers and key influencers who are relevant to your brand and target audience 

Public and private messages 
Respond to both public posts and private messages on Facebook and track comments and replies  

Filtered queues 
Create filtered queues for specially trained customer service agents who can speed up replies and avoid negative social media noise caused by slow response times 

The benefits of Social Media

  • Provide your agents with a complete view of each customer’s interactions with your organisation regardless of channel
  • Skills-based routing matches customers with the agents who have the best knowledge and experience to handle their enquiry
  • Integrate with other databases, CRM and media archive solutions to store customer and conversation details
  • We offer a comprehensive range of reports to help you measure and track your social media service and customer care
  • Our cloud contact centre Solution allows your agents to work from anywhere, at any time, and is always improving to make sure you’re using the best tech