Strengthen relationships with social media customer service
Personalise customer service across messaging apps and social media platforms
Personalise customer service across messaging apps and social media platforms
Customers want fast responses — especially when there’s a problem. With the right social media tools integrated into your contact centre software, support teams solve problems faster.
Every customer is unique — and so are their favourite social media channels. Getting in front of your customers on the channels they enjoy the most makes your brand feel approachable and accessible.
Some customer interactions are more routine than others. Enable your social customer service teams to deliver consistent experiences with simplified workflows that save costs — and speed responses.
Understand customer interactions with your brand across all channels. With social media management that leverages powerful technology, you can identify and associate different channel interactions to the appropriate customer.
Monitor public social media posts by tracking keywords, accounts or hashtags to ensure customers feel supported, not frustrated. After using AI-led sentiment analysis to identify posts requiring a response, they enter the normal queue for available agents to reply.
Streamline social interactions and support across Facebook Messenger, X/Twitter, Instagram and WhatsApp with Genesys solutions. Unlock Apple Messages for Business and other popular channels using AppFoundry® Marketplace partners.
Manage agent routing using many methods, including skill-based, keyword-based, language-based, preferred agent and bullseye routing. You can also route via artificial intelligence (AI)-led processes that use Genesys Cloud Predictive Routing.
Enhance your emotional intelligence. Genesys software helps prioritise hot interactions with sentiment and actionability analysis. Automatically escalate the most urgent customer issues within your customer service team.
Make social part of the big picture of reporting. Too often, social media is siloed from other contact centre channels. We make it part of your real-time and historical reporting so you can track your efforts.
Streamline agent experiences as you funnel queues from asynchronous chat, email, Facebook, Instagram, SMS and WhatsApp into the same workspace where agents can manage all interactions with a streamlined queue process.
Extend Genesys platform capabilities to more channels, including custom-built messaging apps and review sites, using open messaging APIs. You’ll unify agents, analytics and data in one system.
Maintain single-threaded conversations within your social channels and across direct messages. Our solution will match last or previous agents to keep the same conversation flow.
Use images or other file types like PDFs for better context, quick replies, cards and carousels. Rich media elements can also refine conversations, drive resolution and create smoother experiences.
Use generative AI to automate transcript creation over direct messaging and other channels. Make transcripts available to agents so they have a quick pulse on prior customer interactions.
Keep the conversation going when you need to transition a conversation away from social channels. Easily escalate to a site-based chat, SMS text, email or phone call, maintaining one conversation for all.
Customers expect brands to meet them on popular channels and manage their experiences across channels. And digital channels, like social media, are growing the fastest. The right contact centre software integrates social media with the other channels your team uses for customer support processes every day. This makes social media a powerful hub for conversations with prospects and customers.
Providing a timely and excellent customer service experience on these highly visible channels can not just safeguard your brand but boost your brand’s reputation. And when you connect with customers on their favourite social media platforms in a way that’s convenient and relevant, you can increase conversions, deepen loyalty and more.
Instead of cobbling together solutions that are cumbersome to use and expensive to manage, easily showcase your customer service skills on the channels your customers love most.
Expand your channel support while gaining operational efficiencies by consolidating customer care for your agents. With contact centre software by Genesys, it’s fast and easy to get up and running with both public posts and direct messages on social channels using a streamlined process for integration that companies can implement themselves.
To deliver seamless experiences across channels, you need to capture all customer interactions in one place, including customer messages that occur on social media channels.
With Genesys, you can bring your social conversations into the same system and interface you use to handle calls, email and chats. This unified approach helps you understand customer conversations better and respond faster. Your team has all the context needed to provide great customer service, including auto-summarisation that speeds up understanding of past interactions.
Responding to customers as quickly as possible makes them feel heard — and solving their problems quickly makes them feel valued. Genesys provides advanced features to enhance the experience for both customers and agents. This starts with powerful social monitoring capabilities, allowing brands to track conversations across keywords, accounts and hashtags. AI-driven sentiment analysis helps identify posts that require a response, enabling businesses to engage with customers proactively — often before they reach the contact centre.
Features like optional auto-answer automatically assign interactions based on agent availability, ensuring efficient workload management. Additionally, AI-powered suggested responses provide agents with ready-to-use or editable replies, streamlining interactions and improving response efficiency.
Getting the right interactions to the right agent is key. When you’re managing direct messages, seamless social routing helps provide better customer experiences.
Agent skill, customer language, business rules, priority and availability are considered for all routing decisions. Once routed, you can ensure every social response is consistent, grammatically correct and follows your brand voice. Supervisors or managers are notified when responses surpass designated thresholds and they need to approve the response prior to posting.
An integrated and unified approach to your social media call centre support efforts gives visibility into all your customer interactions. Use these insights to identify trends and issues, such as frequently asked questions or points of friction when making a purchase, along with opportunities to optimise customer relations.
With centralised reporting, you can see the historical and real-time performance of social media interactions — and every other communication channel. Use this data to focus on delivering a great customer experience.
Request a free demo today. The right social media customer service software capabilities strengthen satisfaction and loyalty. You’ll see how our cloud contact centre software makes social media a seamless part of your customer conversations. Take the first step toward trending — you’ll have your customers feeling social in no time.
We’ll contact you directly to set up a date and time that works with your schedule.
To use social media for customer service, you should monitor your social media accounts like Facebook and Twitter/X for customer comments or queries, and respond in a timely and appropriate manner. Due to the volume on social platforms, this can sometimes be too time-consuming to manually monitor. At this point, leveraging social listening capabilities becomes ideal; you can track across specific accounts or keywords and then use AI for sentiment analysis to help more efficiently detect those needing a response.
Social media customer service is important because it’s where many customers engage. They might prefer to reach out to companies on social media, or they might voice their concerns or experiences there. Responding to these in a timely and positive way can improve customer satisfaction, protect your brand’s reputation and even win new customers.
Customer service teams respond to customer issues on social media by monitoring their accounts, acknowledging the customer’s message and addressing their concern. Depending on the issue, the response could involve resolving the problem, providing information, apologising for a mistake or escalating the issue. It’s important to respond promptly, maintain a professional tone and demonstrate a commitment to resolving the issue.
It’s important in today’s connected landscape that your brand is present where your customers look for you — and that includes social media. Customer service tools that specifically help you manage your social interactions are a great way to meet customers where they are.
Customers aren’t just reading your social posts — they want to interact, and that’s only possible if you’re constantly aware of who’s saying what on all your platforms. Your customer service team members need to see customer complaints on social media, both general and specific, so they can be dealt with. That means responding to customer feedback, and it means having a record of previous interactions that could show more overarching problems that a product team may need to solve.
The most important thing to look for in social media customer service tools is ease of use for your customer service team. But a lot can go into that. It’s not just a simple interface and sleek design — it needs to be able to house all of your social channels in a single dashboard, so that customer service agents don’t have to go searching for responses in multiple applications. It needs to provide instant notifications on brand mentions for rapid response, and of course you should be able to respond directly within the platform.
Your agents need to be able to see every social interaction in real time, and respond as quickly as possible — otherwise, your social media presence will fall behind quickly.
Which social networks you should monitor depends on your business, your audience and your budget. An enterprise business should generally have some social media presence on every platform that has users because those users are likely looking for you there; a smaller business can probably stick to core platforms like Facebook and Instagram. Different audiences will use different platforms more than others — an auto body shop doesn’t necessarily need to have a presence on TikTok (though it likely would help to stand out)!
Finally, your ability to devote resources to social media will go a long way toward deciding where you can and can’t show up. If you can build a devoted social media and customer service team to service a wide variety of platforms, do it. But if your resources are more limited, you’ll need to be more picky.
