Telephone, fax, e-mail, instant messaging, among other channels, are used to provide the service in a Contact Center and Digital platforms are not channels?
While it is true, social networks have become the most used means of communication, mainly by young people. This is due to the easy access and immediacy of the information.
#Social Networks
So one strategy directed from a Contact Center must include digital platforms where the brand can have greater mention in relation to the product/service it offers.
Because? Let's imagine the following: a well-known drink launches its star product of the year but, on the day of its launch, the host of the event suffers an accident on stage.
A situation that is shared through the profiles of the attendees and due to its magnitude quickly goes viral. Unfortunately, the company does not monitor social networks, so it finds out some time later and does not have a strategy to mitigate the impact.
How negative can this event be for the reputation of the brand? Just to give an example, sales would be seriously affected.
That is why linking social networks to the group of customer communication channels from a Contact Center makes monitoring, management and integration necessary.
Let's do it
Planning It is the first step to successfully integrate social networks into the Contact Center.
First: The team of agents must be trained in digital skills, since attention through a telephone is different with respect to the service than on different digital platforms.
Agents must have the ability to resolve questions, concerns, complaints and suggestions quickly and effectively. Just as they should be prepared for other topics such as: netiquette, effective communication, dealing with special cases such as trolls and influencers, among others.
Second: The strategy that is implemented through social networks must be clear and simple, which must be disseminated with the members of the work team as well as with the agents. It is important to have a direction to avoid making mistakes that jeopardize the reputation of the brand.
What people will be part of the team responsible for designing the strategy? What requirement must the team that serves the channel meet? How will customer information be protected on social media? These are some questions that will help you build that strategy and that will lead you to other doubts that you will find the answer to along the way.
Third: It must be kept in mind that today's client makes use of the means at hand to communicate with the company for X or Y reason, which is why there must be clarity in the omnichannel to guarantee uninterrupted attention moving from one channel to another.
To do this, the company must guarantee the customer a consistent experience through different channels. This can be achieved by knowing the behavior of its customers on different digital platforms and anticipating customer preferences taking into account the information found in the history. shopping.
Being able to link social networks to the Contact Center brings advantages with respect to customer service, since communication is direct with a specific audience; Likewise, solid business relationships can be built.
On the other hand, the channels of attention are expanded, freeing up those that are saturated, and therefore reaching a greater number of people.
Not to mention that customer loyalty is encouraged, online communities are created, which in the medium term strengthens the reputation of the brand.
Support sources:
Content Writing by: Isabel Uribe
Learn about our Corporate Solutions
Learn about the lines of solutions in IP telephony, massive text and voice messaging, and hardware for corporate telephony.
Know
English 
Spanish