24 March 2020
Social media can power your client offering
Social media has rocked the communication world in ways that we cannot even begin to understand. Billions of people are connected constantly across the world, in spite of timezone or time of day. It’s an incredible feat that we can now experience a video call with a loved one who lives on the other side of the world, when 30 years ago, this technology existed only in fiction; it’s the next best thing to physically being there. This expansion of technology has opened up a whole new world to us. Through social media, we can discover cultures and places that we would have never before seen outside of a documentary. It’s brought billions of people much closer, and the world feels much more familiar to us than it did 50 years ago.
With all of this change and progression in communication, many businesses are now left trying to play catch up with customers, since they are driving social network adoption rates, and businesses know that they need to be where the customers are. It’s an endless game of chase. As a contact centre, you are able to help your clients stay on top where customers are, and support and assist them as they continue to adopt new methods of staying in touch with prospective and current customers.
Customers are spending more time in mobile messaging apps like Facebook and WhatsApp than on the social media networks themselves, driving the need for customer service support on social media through the roof. As more customers begin to reach out on social media for customer support, contact centres need to provide a new level of engagement to their services.
Social media instant messaging is very similar to live chat for small business, medium businesses or large corporations, and while businesses treat it like as a separate entity, customers don’t. When a customer reaches out to a business via social media, they expect the same immediacy as with live chat. But what normally happens is customers get hit with either an automated response, or worse, no response, which is really bad for your brand reputation. Customers expect businesses to respond on social media the same way they would with a simple text message or live chat message. As long as a business has a brand page on a social media network, customers who are there will expect them to respond on there, typically within a few minutes.
This is where your service as a contact centre comes into play. Customer service is your arena, and social media messaging falls into that sphere now. Many companies are already using contact centres for telephone calls and live chat for website, so why not social media instant messaging?
Click4Assistance has developed a solution for social media where your live chat messages and your client’s incoming instant messages from Facebook Messenger and WhatsApp are all on one sleek fully customisable desktop dashboard. Increasing productivity and reliability are two of the many benefits with using the Click4Assistance dashboard with social media integration. One of the biggest benefits is the elimination of switching between applications to keep on top of messages, as this is no longer needed with the Click4Assistance social media integration.
Offering social media instant messaging as well as live chat will also skyrocket your contact centre’s overall productivity and massively reduce the call volume. When a business announces to its customers that they can be contacted through social media and their website’s live chat software, they will be less likely to call. This means that your agents will be able to speak with multiple customers at a time with instant messaging rather than just one customer at a time over the phone, thus instantly increasing productivity and the number of people your agents can speak with in a single day.
Automation is the way forward, and what better way to do it than through artificial intelligence. Click4Assistance saw this need and developed an artificial intelligence chatbot called Artie, who can assist your contact centre in ways that you couldn’t previously imagine. Artie does not sleep and is always online to speak with visitors, so your contact centre can ensure that your clients are always online, massively improving their customer service rating. And Artie can also chat with an unlimited number of users simultaneously, making him the most productive member of your customer service team.
If you’re interested in deploying Click4Assistance, the UK’s premier GDPR compliant live chat software solution, to level up your contact centre in 2020, give us a call on 08451235871 or send an email to firstname.lastname@example.org and one of our experts will be with you right away. Not ready to reach out yet? Discover how it works, try a demo, or better yet, try Click4Assistance completely free for 21 days.