How Call Center Solutions Enhance Social Customer Service

 

A company or firm has to be responsive enough to clear customer’s doubts at the earliest on social media. 

Integrating multi-purpose call center software is extremely necessary to ensure that no data get lost from the calling process. According to the latest survey, the social media will have around more than three billion users by December 2017. 

Around 80% of the US Population uses a communal networking site in one way or other. Contact centers need to work in tandem with the demand of the time. 

Installing call center software solutions is an apt way to offer social media support to customers without incurring many expenditures. It also helps you manage your call center needs hiring a single outsourced agent. 

Social Media expansion has made it more essential for contact centers to tweak their customer service strategy in such a manner that customers can easily post their grievances online. It straightaway goes into the system using the outbound call center software. 

John Travis, 44, Contact center head, opined, “Some sort of mechanism is crucial to alert a telecalling agent whenever a new notification on social comes. 

Usually, advanced programs like virtual call center software provide that option. You may need to integrate such tools in your contact center to provide better social support to customers”, John concluded.  

5 Benefits of Social Customer Support Services at Call Center

1.Wider Reach: It is only through the appropriate use of public media that a company can inform about its latest products to countless people in no time. 

Similarly, customers from across the globe can put their grievance online by way of communal media. It is extremely essential for a call center to provide apt social customer support to each customer. 

Harris Poll research said that around 30% of the people throng to social media to register their problems. It compels a call center to install the call center solutions, gather relevant customer feedbacks, and plan its customer goals accordingly.  

2.Prompt and Descriptive: Another advantage of offering better services to customers is its promptness and quick service. 

Customers can immediately post their queries online and a telecalling agent noticing the same on his calling process can instantly answer too. 

Earlier, statistics said that mostly, youth use social media but now even grown-up persons use social networking sites quite frequently. Integrating the best call center software is beneficial to the telecalling agents because such tools facilitate the issuance of support tickets in no time. 

3. Friendly and engaging conversation: A poll conducted by Forrester claimed that 95% of customers use several channels to communicate with a firm. 

Predominantly, communal media is one of them. Integrating the appropriate calling devices like the outbound calling software is a good option to call back your social media users at convenient timings and resolve their issues effortlessly.

Andrew Irvin, 29, call center supervisor at Florida, said that customers are the king. They are free to register their complaints via telephone or social media. 

Now, it is an onus for the company to provide good customer support so that he sticks to the firm. Humane touch is more essential than the professional approach while dealing with customer’s psychology. 

Use of effective calling tools like cloud customer service software is the need of the hour because 50% are shifting to cloud-based software by this year end as per marketing research.

4. Growing Popularity: Nobody can deny the fact that social media, these days, can promote your company and products too. 

Posting relevant and useful information over your social media profiles not just educates customers but also enhances your trustworthiness too. 

5.Toll-Free Number: It is something that every call center should necessarily provide to its customers. It is something that propels your customer serving strategy by encouraging customers to call you directly whenever they need help. 

You can obtain a toll-free number easily by installing the cloud contact center software at your calling office. You should also highlight that toll call number on social media profiles to enhance your credibility. 

A word of advice from Shelly Bee, 49, Contact Center head at Miami, is “social media is a global platform so your customers expect round the clock online support services. 

Businesses should install the effective calling tool like best telemarketing software in the process to offer 24-hour non-stop services to customers.” Certainly, it will make your products and the firm world famous too.