By providing your contact center agents complete visibility into social networks like Facebook and Twitter, your agents can quickly respond to public communications, increasing customer satisfaction and upholding the brand image.
Customers can be provided a callback option from within the company Facebook page. This allows customers to communicate with the enterprise in an easy fashion while on the internet.
Facebook data mining can result in useful information. This information can be fed into the contact center to drive proactive customer interaction.
Tweets to the company hash tag can be mined and routed to the agent using ICX Multi-channel Contact Center. Agents can respond directly to customer tweets using the unified desktop.
Public tweets cold prove detrimental and ICX has an in-built check that sends all public responses to a supervisor for approval.