Manage social customer service at scale
A Management & Engagement Platform for Social Business. Vocalcom Social Care ensures smarter, faster and more efficient social communications
Customers share. Get in on the conversation. The introduction of the 1-800 number changed the way brands approached customer service. In the nearly 50 years since, customer service hasn’t changed much, until now. We’re in the early days of the next revolution — customer service on Twitter. Use Vocalcom’s social media management tool to create an improved and transformative customer service solution for brands. Users expect quick responses, personal and friendly interactions and timely resolutions. Interactions on Twitter improve your ability to deliver exceptional customer service efficiently; agents can respond more quickly and cheaply, often at a cost that’s 80 percent less per interaction than by the phone. The Vocalcom Social Center is engineered with social media built-in so you can reach out, engage, monitor, and support your customers on their preferred social network. Check Vocalcom Social Software capabilities and benefits and success stories by the Twitter for customer service team.
Vocalcom Social Media Center automates monitoring and processes social media conversations regarding your products and services with customers and prospects. Social Media Center analyzes the social media conversations using intelligent engines, and quickly identify the most relevant opportunities to your business. These interactions range from potential sales opportunity comments to general inquiries and complaints. It allow you to post in real-time offers and capitalize on new opportunities and reduce missed ones. Social Media Center efficiently and automatically processes the social media interactions, delivering relevant actionable mentions to the appropriate resource for response. Because the solution focuses only on meaningful and actionable interactions, your business experiences improved efficiency and effectiveness of social media responses. Amazing opportunty to get the most out of the social world!
Set up keywords related to your brand and have results delivered right to the Vocalcom social inbox. The Vocalcom social software brings all your messages from all your profiles into a single, filterable stream. In addition, to help give full context for customer interactions, we’re providing improved access to historical public Tweets so brands can better understand their customers and create a relevant and deeply personalized experience for them. For example, if a customer Tweeted about an issue with a brand’s product three years ago, it will be available to the agent. Not only are customers turning to Twitter for help, Twitter is also significantly more efficient and effective for companies who are seeing a cost per resolution on Twitter that’s 1/6 of what they’re seeing in call centers. We enable twitter conversations to happen, but also to go to private conversation; seamlessly moving to a call or to a live chat behind a firewall, in a secured environment.
Understand customer needs, identify top influencers, and get involved in the discussions. Customers are rapidly turning to Twitter to resolve their issues. According to Social Bakers, more than 80% of customer service requests on social are happening on Twitter. And during the past two years, we’ve seen a 2.5X increase in the number of Tweets to brands and their customer service usernames. Resolving customer complaints and concerns is critical to customer retention, loyalty and engagement. Vocalcom real-time metrics provides managers and supervisors immediate visiblity into agent workload, response times, and KPIs. With Vocalcom social web analytics you are able to benchmark performance against KPIs and turn insight into action. A powerful, approachable software for social business. Vocalcom provides all the tools to match ever-loftier customer expectations, with personalized service that’s faster, more efficient and more relevant. Find out how your brand can best prepare for successful customer service on Twitter by downloading a free copy of Twitter for Customer Service Playbook
Not all customer issues and concerns should be handled publically. Especially when a customer is “flaming” online about a problem, or when their issue is too complex to be effectively resolved via short responses. There will be instances when a meaningful phone conversation will turn a disgruntled or confused customer into an advocate for your organization. Most call centers that have successfully embraced social media have developed guidelines to help agents determine when they should extend an invitation for customers to interact one-on-one via email, chat or phone. Monitor and respond quickly to your customer on social media create a competitive advantage tracking the problems through to resolution. Get real time interaction capabilities accross all channels. Invite social users to chat or even to call when it's appropriate. Consider that a five percent improvement in retention rates can raise profits from 15 percent to 50 percent.