Social media is a new communications channel that contact centers must now address.  In contrast to phone calls, e-mails, and web chats, social media is the chatter that impacts you when the customer is not necessarily trying to contact you directly.

Multichannel contact centers have the opportunity to add social media content to the mix to enhance customer relationships, strengthen brand opinion and drive increased lead generation.  Adding the capability to route social media content to the right person for tangible, identified action extends the leverage and responsiveness of your contact center.

Look for a solution that provides integration with contact center software such as Interactive Intelligence, so you can bring this exponentially-growing and highly valuable source of data into your workflows.

What can social media in my center do for me?

• Enhance customer service and satisfaction by leveraging social media to uncover posts about issues, problems or dissatisfaction about your company or products.  The platform can automatically send these messages to your contact center software where they follow your routing rules.  People are talking about their product problems on Facebook, social networks, discussion boards, Twitter, and more.  Catch, respond to and resolve issues early before they result in more posts and more calls and e-mails.
   
• Drive increased sales by leveraging social media to discover interest-oriented social media posts.  More and more people are identifying buying interest in online conversations.  Take advantage of these suspects/prospects/leads by using your contact center routing rules to get them to the right personnel for follow up.  

  
You need a tool that automatically harvests, stores and correctly analyzes social web content about your company, products, topics, competitors and MORE from a wide range of social media sources. 

VITEC can help - contact us.