Social Media and Your Contact Center: What You Need to Know

Whether contact center managers like it or not, social media is becoming a huge part of what every contact center needs to utilize in order to be successful.

More statistical evidence is showing just how important social media continues to be; 81 percent of survey respondents noted that their friends’ social media posts directly influence their purchase decisions, for instance.

Let’s take a look at some more statistics that show the growing importance of social media:

·         Consumers are 71 percent more likely to make a purchase based on social media referrals

·         Social networks influence nearly 50 percent of all IT decision makers

·         15.1 million consumers go to social media channels before making purchasing decisions

·         46 percent of consumers trust consumer reviews

·         70 percent of business-to-consumer marketers have acquired a customer through Facebook

What Your Contact Center Can Do to Help with Social Media Presence

A good interaction with a contact center agent can be the difference between a stellar review on social media and a horrible one (which, at the end of the day, translates to stronger customer loyalty or an all-out protest among your customer and his or her social media circle of friends).

Furthermore, if your agents can fully utilize a multi-channel approach and allow customers a number of different options for interaction, they will be more effective at retaining customers in the future, seeing how customers on average prefer to use about three separate channels for communication.

Implementing a hosted call center will immediately ramp up your contact center’s social status, which comes fully equipped with advance features and multi-channel integration, such as social media, mobile, e-mail, Web chat and more.

In particular, social media allows your workforce to boost customer contacts and engage prospects in real-time. When you’re looking for a hosted contact center provider or not, make sure that digital customer service solutions such as a social media management tool are offered and are ramped up for quick utilization. Remember, social media isn’t worth your time if it takes too long to utilize or implement for customer use).

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