Get social to build stronger customer relationships

Make customer service more personal through your social media platforms

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Make social media a hub for your brand and your base

The popular social media sites might vary, but this doesn’t: brands must meet customers where they are. And digital channels, like social media, are growing fastest. A recent Sprout Social study found that 91% of people believe in social media’s power to connect people. And 64% of consumers want brands to connect with them.

This makes social networking sites a powerful hub for conversations with your prospects and customers. By providing excellent customer service on these highly visible channels, you can boost your brand reputation. Make it easy with contact centre software that integrates social media right alongside the other channels your team uses for customer support every day.

Make good customer service great on social media

Increase response rates

Make it easy to say “problem solved.” Bringing social media tools right into your contact centre software helps you slash social response times for higher customer satisfaction.

Increase revenue

Responding to social questions or comments with information about your products or services is a great way to maximise your online sales.

Improve brand perception

A good social media presence makes your brand feel approachable and accessible. Boost your reputation by showing up.

Genesys named a Leader in Gartner
2020 Magic Quadrant for CCaaS

Placed furthest for Completeness of Vision

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Take your customer service skills where your customers are

Many contact centres scrambled to keep up as consumers adopted new social media platforms. They turned to separate point solutions, ``bolted on`` or cobbled together. This accidental omnichannel approach created complicated systems that are clumsy to use and expensive to manage.

Instead, make it easy to showcase your customer service skills wherever your customers are. Go beyond simple monitoring on social media channels. With contact centre software by Genesys, you can maximise your social media presence.

Fully integrated social media interactions

To deliver seamless experiences across all channels, you need to capture all customer interactions in one place — social media included.

Genesys contact centre software brings your social conversations into the same single system and interface you use to handle calls and chats. The unified approach helps you understand customer conversations better and respond faster. Your team has all the context it needs to provide customer service that gets your brand noticed on social media — for the right reasons.

Seamless social routing

Great social interactions start with getting social media posts and direct messages where they need to go. That may be a shared queue or a specific agent.

Genesys software uses the same ACD routing engine and evaluation methods for social messages as it does for phone calls and live chats. Use skills-based routing to consider skills and language requirements and then route interactions based on business rules, priority and resource availability.

Unified communication and collaboration across teams

Speed is an important part of customer service on social media. Your goal is to cordially respond as quickly as possible so customers feel heard and get their problem solved. At many companies, this requires seamless handoffs to your customer service representatives from your social media marketing team.

Genesys contact centre software provides collaboration tools for your employees to work closely with each other. Whether they need to transfer an interaction or ask a quick question, the right tools make social experiences effortless for customers and employees.

Social media performance insights

This unified approach to social media in your contact centre gives you clearer insights. With centralised reporting, you can see historical and real-time performance for your social media interactions, right alongside other communication channels. Spot trends, identify issues and evaluate performance to keep improving your customer experience, backed by data.

"The virtual customer experience has to equal the one they get at the branch. That means providing fast access to experts and consistent, personalised service across all touchpoints — web, mobile and social media."

Enrico Ugoletti

Head of Direct Channel Business Services

UBI Banca

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Contact centre software with the tools you need to get social

Automated social listening

Really hear your customers. Automated social listening makes it easy to monitor how users are talking about your brand on social media sites like Twitter, Facebook and Facebook Messenger.

Sentiment analysis

Up your emotional intelligence. Genesys software helps you prioritise hot interactions with sentiment and actionability analysis. Automatically escalate the most urgent issues.

Twitter, Facebook, and more

Go where your customers are. Genesys streamlines your social interactions across Twitter, Facebook, Facebook Messenger, and more — so you can follow the conversation anywhere.

Skills-based routing

Route it right. Skills-based routing matches visitors with the best resource to help. You can set business rules and logic to be sure each interaction goes to the right agent.

Easy channel escalation

Keep the conversation going. Sometimes you need to transition from a social comment to another channel. Easily escalate to a direct message, email, or phone call, maintaining one conversation.

Integrated reporting

Make social part of the big picture. 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.

Social Media Resources

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Social Media for Customer Service

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Add Instagram to your customer experience strategy

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The New Social Engagement Imperative

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Five Requirements for Customer Experience in an Ultra-Connected Era

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See how contact centre software from Genesys makes it easy to start a conversation

Request a free demo today. 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.

Thank you for your interest.

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About Genesys

Every year, Genesys^® delivers more than 70 billion remarkable customer experiences for organisations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a Service^℠ so organisations of any size can provide true personalisation at scale, interact with empathy and foster customer trust and loyalty.