Technology has changed the way we communicate, as nowadays we connect on channels that did not even exist ten years ago across numerous, equally novel, electronic devices. In this era of constant connectivity, people have grown used to demanding and expecting faster communication—quick questions and even quicker answers. With the rise of social media sites, customer service has been completely redefined: not only has there been a shift away from traditional calls, but customers want answers–and they want them fast.Consider the following statistics. Forbes recently cited a study that found that when consumers contact businesses through social media, 67% expect a response the same day while 42% expect a response in just one hour or less. Furthermore, the Wall Street Journal reported that Americans spend an average of 37 minutes daily on social media– more time than on any other Internet activity–while J.D. Power and Associates found that 67% of consumers have used a company’s social media sites for customer service.Contact centers need to respond to growing consumer demand for social customer service, and they may achieve this with the use of a software solution that effortlessly and efficiently integrates social media into a single platform. Vocalcom offers contact center software solutions with cutting-edge features especially designed for today’s social customer service interactions. Contact centers may benefit from the following:Excellent social media management and engagement, with cost efficiency.
Excellent tools for agent performance and analytics.
With an advanced contact center solution optimized for social customer service, companies are set to respond to their customers in a quick, efficient manner without sacrificing the quality of service. According to Bain & Company, when companies engage and respond to customer service requests over social media channels, those customers consequently spend 20% to 40% more with the company. And many people are well aware of the most telling statistic of all about social customer service: nearly half of customers will tell friends about a good experience on social media, but even more will talk about a bad one. By delivering excellent social customer service, you’ll give your customers a great experience to talk about. Learn more at www.vocalcom.com.
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