{"id":564854,"date":"2025-03-25T23:27:02","date_gmt":"2025-03-26T06:27:02","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=blog&p=564854"},"modified":"2025-05-29T00:42:28","modified_gmt":"2025-05-29T07:42:28","slug":"elevating-social-media-customer-care-in-the-contact-center","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/en-sg\/blog\/post\/elevating-social-media-customer-care-in-the-contact-center","title":{"rendered":"Elevating Social Media Customer Care in the Contact Centre"},"content":{"rendered":"

[vc_row][vc_column][vc_column_text css=””]Social media has become a critical channel for customer engagement. Customers expect quick and personalised responses on the platforms they use daily \u2014 whether it\u2019s Facebook, X or other channels. In fact, according to a<\/span> survey Genesys conducted in 2024<\/span><\/a>, 52% of consumer respondents surveyed who said they\u2019ve shared a negative experience on social media reported doing so to prompt direct attention from the brand in order to resolve a problem.<\/span><\/p>\n

But without the right tools, managing social media interactions can feel disconnected from traditional customer service channels. And that can create a disjointed \u2014 and frustrating \u2014 customer experience (CX).<\/span><\/p>\n

Genesys Cloud Social<\/a> brings public social media care into the Genesys Cloud\u2122 platform<\/a>. By integrating social media listening and engagement directly into the contact centre, brands can provide a truly omnichannel customer experience by breaking down silos between marketing and customer support to create a seamless approach to social media interactions.<\/span>[\/vc_column_text][vc_row_inner][vc_column_inner][vc_column_text css=””]<\/p>\n

Why Social Media Belongs in Your Customer Experience Strategy<\/h2>\n

Social media customer care<\/a> is frequently managed separately from the contact centre, resulting in fragmented conversations, delayed responses and unsatisfactory customer experiences. While contact centres excel at handling customer interactions, a frequent scenario is that the marketing team will focus on managing the public narrative on social platforms, often with an eye on promoting the brand. But when marketing leads these interactions, it can create silos of customer information.<\/span><\/p>\n

Often, customers will then receive assistance without the full context, forcing them to repeat their issues or endure transfers. They might even need to resubmit their issues on the company\u2019s website through a form.<\/span><\/p>\n

In contrast, managing these exchanges within the contact centre can help to resolve the problems, sometimes achieving a first-contact resolution instead of having to escalate. And that can lead to a significantly better overall customer experience.<\/span><\/p>\n

Here\u2019s why integrating social media channels into your contact centre CX strategy is crucial.<\/span><\/p>\n