Social CRM made easy for contact centres

If you're using social media like Twitter in your call centre, CONTACT™ Social will make it much easier to manage.

With CONTACT™ Social, you can:

Know

• The instant your customers comment about you (on any social media platform) and what they say
• How social media is being handled across your contact centre - all dialogue on all social media platforms can be tracked and recorded on your system. Lets you audit and report on performance.
• All messages tracked against the Customer Record providing a complete interaction history.
• Monitoring and tracking of individual agent performance to give you the knowledge you need.

Prioritise handling of social media comments

• Queue by top customers or influencers -respond to top customer comments first, for example.
• Queue by sentiment - handle likely complaints before praise, for instance

Manage twitter comments through your call centre

• As part of your call distribution system - automate queuing, messaging and quality controls.
• Automatically route comments by different customers to different operators. Or route comments by sentiment.
• Personalise comments or Tweets with merged fields.
• Let your operators move from Twitter to email and back as they resolve complaints and post replies or updates.
• Schedule comments or Tweets in your call centre or automate broadcasts.
• Built in spell check and optional reply templates for efficiency and consistency.
• Quality control functionality so your call centre supervisors can screen Facebook comments or Tweets before they are posted.

Lets contact centres excel at Social CRM

Any call centre using social media like Facebook and Twitter are experiencing some degree of pain. Rapid adoption of social media by the public has put new pressures on contact centre staff and management.

These pressures include:

• Increased volume of 'inbound' messages via Twitter, Facebook and other social media
• High visibility and fast spread of complaints when customers use social media
• The rapid escalation of PR incidents into media 'firestorms'
• Difficulty managing the quality of outbound messages - comments or Tweets
• Inability to route or prioritise comments or Tweets
• Risks of not measuring and reporting
• Potential damage to brand reputation or overall service levels

CONTACT™ Social is the first platform designed to reduce this pain and help your contact centre excel in social media / social CRM.

To find out more contact us or watch this short video demo.

Easy call centre Twitter integration

With CONTACT™ Social you can easily integrate the power of social media and good social CRM in your call centre.

Integrate - Integration of social media management with your CRM / database or your other channels is easy with CONTACT™ Social.

Or standalone - You can use CONTACT™ Social as a standalone social media management tool in your call centre, marketing or communications team.

However you want to deploy Social CRM, with CONTACT™ Social's proven, cloud call centre software, set up is fast and easy.

To find out more contact us today or watch this short video demo.

Highly affordable pricing

Priced as a business-case 'no brainer', CONTACT™ Social is just £1,995 per month (£1,500 for current CONTACT™ customers). You can give your call centre the power of CONTACT™ Social for just a further £1,500 per month. And you'll find any customisation highly affordable. Compared to the costs of hiring staff and exposing your brand to unnecessary social media risk, we hope you'll agree this small monthly investment makes great business sense. If social media is becoming important in your business, you need CONTACT™ Social.

To find out more about how CONTACT™ Social will make social CRM easy in your call centre, please contact us today.