{"id":171415,"date":"2019-09-06T09:04:41","date_gmt":"2019-09-06T16:04:41","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=capabilities&p=171415"},"modified":"2025-09-29T18:17:49","modified_gmt":"2025-09-30T01:17:49","slug":"social-media-customer-service","status":"publish","type":"capabilities","link":"https:\/\/www.genesys.com\/en-sg\/capabilities\/social-media-customer-service","title":{"rendered":"Social media and messaging apps"},"content":{"rendered":"

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Social media<\/h1>\n

Efficiently engage with customers over direct messages and public conversations.[\/vc_column_text]

Get a demo<\/a><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section background_color=”bgc-lgray” flair=”%5B%7B%22flair_type%22%3A%22f_type_image%22%7D%5D”][vc_row][vc_column width=”5\/12″][vc_column_text css=””]<\/p>\n

Elevate good customer service to be exceptional with social media.<\/h2>\n

Engage customers on their preferred social platforms in real-time[\/vc_column_text][\/vc_column][\/vc_row][vc_row equal_height=”yes”][vc_column width=”1\/3″][vc_column_text css=””]<\/p>\n

Give customers fast, first-class service<\/h3>\n

Customers want fast responses \u2014 especially when there\u2019s a problem. With the right social media tools, support teams solve problems faster.[\/vc_column_text][\/vc_column][vc_column width=”1\/3″][vc_column_text css=””]<\/p>\n

Be where your customers are<\/h3>\n

Getting in front of your customers on the channels they enjoy the most makes your brand feel approachable and accessible.[\/vc_column_text][\/vc_column][vc_column width=”1\/3″][vc_column_text css=””]<\/p>\n

Identify and escalate priority social media posts<\/h3>\n

Artificial intelligence (AI)-driven sentiment analysis and escalation rules help businesses instantly flag and route critical social posts to the right agent.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column width=”5\/12″][vc_column_text css=””]<\/p>\n

Improve engagement with social media channels<\/h2>\n

Connect with customers on the social platforms they use every day[\/vc_column_text][vc_column_text ct_style=”list-block” css=””]<\/p>\n

Listen to social posts<\/h3>\n

Monitor public social media posts by tracking keywords, accounts or hashtags. After using AI-led sentiment analysis to identify posts requiring a response, they enter the queue for agents to reply.[\/vc_column_text][vc_column_text ct_style=”list-block” css=””]<\/p>\n

Utilise Facebook, Instagram and more<\/h3>\n

Streamline interactions and support across Facebook, X\/Twitter and Instagram. Unlock other popular channels using APIs or Genesys AppFoundry\u00ae<\/sup> Marketplace partners.[\/vc_column_text][vc_column_text ct_style=”list-block” css=””]<\/p>\n

Unify your Agent workspace<\/h3>\n

Streamline agent workflows by bringing chats, email, Facebook, Instagram, WhatsApp and more into a single workspace. Empower agents with Genesys Cloud Agent Copilot for real-time, AI-driven support.[\/vc_column_text][vc_column_text ct_style=”list-block” css=””]<\/p>\n

Analyse sentiment<\/h3>\n

The Genesys Cloud\u2122 platform helps prioritise hot interactions with sentiment and actionability analysis. Automatically escalate the most urgent customer issues within your customer service team.[\/vc_column_text][vc_column_text ct_style=”list-block” css=””]<\/p>\n

Optimise agent routing<\/h3>\n

Manage tasks with skill-based, keyword-based, language-based, preferred agent and bullseye routing. Route via AI-assisted processes with Genesys Cloud Predictive routing.
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Integrate reporting<\/h3>\n

Make social part of the big picture. Too often, social media is siloed from other channels. We make it part of your real-time and historical reporting so you can track your efforts.
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\"Gartner<\/p>\n

2025 Gartner\u00ae Magic Quadrant\u2122 for Contact Centre as a Service<\/p>\n

Gartner named Genesys a Leader for the 11th consecutive year<\/p>\n<\/div>

Get the Gartner report<\/div><\/div><\/div><\/div><\/a>[\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>