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Social Media Customer Service

Prioritise and route social media customer service to the correctly skilled agent

Expectations of social media customer service are high: customers expect real-time answers and an instant resolution of their issues. Failure to meet this can result in their frustrations being broadcast across social media platforms in an instant.

So how does an organisation monitor what is being said about them and respond to the huge volume of social media customer service requests, that can be created once this channel is opened up? And most importantly, how does an organisation ensure that it is offering a response that is joined up with the customer contact on other channels and not duplicating effort across different agents?

See all of your customers posts & related engagement levels in one consolidated view

With the growing popularity of providing customer service via messaging apps, it is also important to keep up to date with these interactions. Allowing customers to contact the company via an app that they already have on their phones and that they are likely to be opening already multiple times a day, creates an easily contactable customer service division for consumers of all age ranges.

mplsystems’ social media offering provides management of social media contacts from Facebook, Twitter and Messenger, amongst other sources. The solution identifies, queues and routes social media posts as part of the same universal queue as other contact channels. The messages are routed to the correctly skilled agent and delivered as part of the Customer Service CRM application, enabling agents to create and track social cases and providing a full contact history across all channels; so allowing the agent to better understand the context of the customer’s comments. Posts from known contacts are recorded into the customer’s contact history, allowing agents to review previous comments and actions in chronological order across all media. The flow between the different channels is handled seamlessly, as the agent is always able to see the latest communications with the customer regardless of channel.

mplsystems also offer a unique omni-channel grouping capability. This capability will display all live interactions and workflow objects associated with a specific post. For example, if a customer has emailed or tweeted your organisation and then makes contact again, via web chat or phone, about the same case, the agent who receives the contact will automatically be presented with any live related queuing emails, social posts or workflow objects and can close off the current and the queuing items immediately.

Social messages can be dealt with publicly or via direct messaging and cases can be escalated or transferred to alterative departments, as with other communications. Social media requests can be identified by the NLP intelligentResponse module, enabling these cases to be responded to automatically and where appropriate, automatically processed.

SOCIAL MEDIA CUSTOMER SERVICE FEATURES:

  • Real-time monitoring of social media posts across Facebook, Twitter, Messenger
  • Filters and queues messages while identifying any priority posts to be delivered to agents
  • Posts are presented to agents as part of a complete Omni-Channel CRM agent view, providing full customer details and history
  • Agents can create new contacts or service tickets and automated workflow processes that monitor this interaction to ensure that it is effectively resolved

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