November 9, 2020 - NobelBiz

How to integrate social media into your call center, step-by-step guide Of course, integrating social media channels into your workflow is a challenge in itself. But it is not as complicated as one might think. Here’s a simple guideline on how to implement social media into your call center. 1. Understand the Business Model At its core, handling a client on social media is not so different from an inbound or outbound call. In other words, you need to know the primary demands of your customer or your prospect and then match up or exceed his expectation with your suggestions. In order to accomplish this level of quality, your team must be able to identify customer concerns and resolve their problems at the first contact. Furthermore, the advantage of such platforms is that you can know the interests, locations, and content that is more appealing to your audience. Therefore, helping you to achieve a higher level of customer satisfaction. 2. Get a software Even if you know your audience, show a good level of responsiveness and have a highly competent team at your disposal. Everything will go to waste if you don’t have an adequate solution to handle your audience. You need contact center technology that allows you to manage a high volume of customer and prospect interactions in an omnichannel method. Indeed, by integrating a true omnichannel technology solution such as OMNI+ you can manage and organize an impressive number of interactions at the same time. You will ensure that there are no gaps between the different contact points and social media interactions. 3. Train your agents You certainly understand that you need a team with the necessary skills to handle the social media environment. Each one has its own rules and methods to address the audience. If LinkedIn requires a more professional tone of voice, the Facebook interaction is more relaxed and with a social, friendly vibe. Make sure that your agents are properly trained to run your digital interactions smoothly and that the client demands are handled in an appropriate matter and adequate time.

Day: November 9, 2020

The ABC’s of implementing social media within your call center