As social media interactions grow, so does the need for a scalable management model. Genesys Social Customer Service, a holistic solution for omnichannel contact centers, removes organizational and technological silos when engaging with customers on social media—even as your strategies evolve.
Respond on the social media channels that are most important to your customers, without creating new silos of information for Facebook, Twitter or other interactions. You can monitor mentions of your products, offer pre- and post-sales support to those who reach out, and actively engage with those who post messages or use your products. Take a proactive approach to social media engagement for a better omnichannel customer experience.
Listen to the social media sites where your customers and prospects interact—even if there are hundreds or thousands of interactions each day. Genesys Social customer service automates social listening using out-of-the-box integration with Twitter, Facebook and Facebook Messenger. Its open API supports the specific social media sites that are relevant to your business.
Make sense of all the chatter with automated analysis:
Decide which interactions need a response from your business and which departments—marketing, support, sales or another lines of business—should respond. For example, negative comments from influential, high-value posters might get a higher priority than others.
Get the right person in your company to respond with consistent, accurate and meaningful information—and close the loop by responding in the same medium as the initial comment. Genesys Social customer service makes it easy to integrate those interactions with your existing infrastructure:
Integrate interactions across customer touch points and departments, and give your customers a single, consistent view of the company—no matter how they engage with you.