Why integrate social media with a contact center?

By integrating social media with your contact center, you can gain a competitive advantage in the marketplace. You can successfully and easily integrate social media into your operations with the right strategy and tools.

Customers are more likely to turn to social media platforms to voice their concerns, opinions, and feedback. 

  • According to a study, one-third of business clients prefer to contact customer service through social media instead of calling them on the phone. 
  • Recent statistics indicate that approximately 67% of consumers use social media platforms to resolve their issues. 
  • Over the past two years, customer service interactions on Twitter have increased by 250%.

What is social media integration?

Social media integration refers to the incorporation of popular platforms like Facebook, Twitter, Instagram, LinkedIn, and others into an organization’s overall communication strategy. This integration plays a pivotal role in digital marketing, enabling businesses to extend their reach to a wider audience, actively engage with customers, and enhance brand awareness.

In the context of contact centers, social media integration entails leveraging social media platforms to achieve the following objectives:

  1. Interact with Customers: Contact centers can utilize social media platforms as channels to engage with customers directly. Through comments, direct messages, and mentions, businesses can foster real-time conversations, address inquiries, and participate in discussions surrounding their products or services.
  2. Manage Customer Inquiries: Social media integration empowers contact centers to efficiently handle customer inquiries received via social media. By monitoring these platforms, organizations can promptly respond to customer queries, provide relevant information, and offer solutions to concerns, ensuring a positive customer experience.
  3. Provide Customer Support Services: Social media platforms serve as an additional avenue for delivering customer support services. Contact centers can leverage these platforms to offer assistance, troubleshoot issues, and provide personalized support to customers, all within the social media environment they are already comfortable with.

By embracing social media integration within contact centers, businesses can tap into the vast potential of these platforms to engage with customers, manage inquiries effectively, and deliver exceptional customer support services. This approach enhances customer satisfaction, strengthens brand-customer relationships, and contributes to overall business success.

Seven benefits of social media integration

Integrating social media into contact centers provides many benefits, such as:

1. Increased customer satisfaction

2. Improved customer engagement

3. Increased efficiency

4. Greater insight into customer needs

5. Increased cost savings

6. Real-time customer feedback

7. Improved brand awareness