Strengthen relationships with social media customer service

Make customer service more personal across your social media platforms

Make good customer service great on social media

Stop delaying customer service

Customers want fast responses — especially when dealing with a problem. With the right social media tools integrated into your contact centre software, your support team can respond to customers faster and drive satisfaction.

Be where your customers are

Every customer is unique — and so are their favourite social media channels. Getting in front of your customers on channels they enjoy most makes your brand feel approachable and accessible.

Give your agents one tool to do it all

Some customer interactions are more routine than others. Enable your social customer service teams to deliver consistent experiences with simplified workflows — and save costs as response times decrease.

Improve engagement with social media channels

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Automated social listening

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

Skills-based routing

Route interactions correctly. Skills-based routing matches visitors with the best resource. You can set business rules and logic to ensure each interaction goes to the right agent.

Easy channel escalation

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

Facebook, Twitter, WhatsApp and more

Through Genesys solutions and AppFoundry® Marketplace partners, you can streamline social interactions and support across Facebook, Twitter, Instagram, WhatsApp, Apple Messages for Business, Line and more.

Sentiment analysis

Enhance your emotional intelligence. Genesys software helps prioritise hot interactions with sentiment and actionability analysis. Automatically escalate the most urgent issues within your customer service team.

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.

Open messaging APIs

Extend our platform capabilities to your messaging channels with open messaging APIs. Connect your preferred messaging app to Genesys, unifying agents, analytics and data in one system.

Uninterrupted conversations

Maintain single threaded conversations within your social channels. Our solution will try to match last or previous agents to keep the same conversation flow — even when the customer switches channels.

Call deflection

Eliminate customer friction and increase levels of satisfaction by deflecting service calls to faster digital channels. Boost efficiency across your agents and reduce operational costs.

Rich messaging experience

Use images for better context, quick replies, cards and carousels. Additionally, rich media elements can refine conversations, drive resolution and create smoother experiences

2022 Gartner® Magic Quadrant™ for Contact Centre as a Service

A CCaaS solution has
long-term implications.
Choose a consistent leader.

Genesys named an eight-time Leader in Magic Quadrant for CCaaS – And ranked #1 in 3 out of 5 Critical Capabilities Use Cases

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of consumers believe social can connect people, and 78% want brands to use social to bring them together

Sprout Social

Deliver outstanding social customer care

Customers expect brands to provide modern support and experiences across channels. And digital channels like social media are growing the fastest. The right contact centre software integrates social media alongside the other channels your team uses for customer support every day.

Social media channels are a powerful hub for conversations with prospects and customers. By providing excellent customer service on these highly visible channels, you can boost your brand reputation. And by connecting with customers on their favourite social media sites in a way that’s convenient and relevant, you can create revenue, deepen loyalty and more.

Take your customer service skills where your customers are

Instead of cobbling together solutions that are clumsy to use and expensive to manage, easily showcase your customer service skills on the channels your customers love most. Go beyond simple monitoring on social media channels. With contact centre software by Genesys, you can maximise your social media presence.

Integrate social media interactions

To deliver seamless experiences across channels, you need to capture all customer interactions in one place, including those that occur on social media.

With Genesys, you can bring your social conversations into the same system and interface you use to handle calls and chats. This 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.

Unify communication and collaboration across teams

Speed is essential to providing great customer service on social media. Responding as quickly as possible makes your customers feel heard and solves their problems.

Genesys offers collaboration tools for your employees to communicate with each other, giving them the ability to transfer an interaction or ask a quick question. When done effectively, collaboration improves customer service by unifying communication and collaboration across teams.

Streamline social routing

Getting the right interactions to the right agent is key. Whether you’re managing direct messages or social media posts, 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.

Capture social media performance insights

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, issues and opportunities.

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.

Manage social interactions on a solution that works for you

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Have the same conversation everywhere

The Genesys Cloud CX™ platform offers a seamless engagement experience across a robust set of native and non-native digital touchpoints. Customers can connect via voice, email, SMS, web messaging or third-party messaging apps, such as Facebook Messenger, Twitter DM, WhatsApp or Line. Leveraging ready-to-use Genesys AppFoundry partner solutions, Genesys Cloud CX can also support public social media channels.

See what else you can do with Genesys

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