What is a socially enabled call center? Well, to put it simply, a socially enabled call center is one that utilizes social media to effectively interact with and handle all customer service. The socially enabled call center is not limited to one or two channels, such as live-chat or voice, but uses social media platforms, such as Facebook and Twitter to handle customer service issues.
The world of customer service is changing all the time and social media is proving to be one of the driving forces behind this change. GARTNER recently reported that by 2020 customers will manage about 85% of their customer service issues without talking to a human. This means the social media platforms that are used in customer service today, will continue to grow as the preference for resolving customer issues in the years ahead.
So what does this mean for the call center? The call center of the future will need to be increasingly more customer-centric via social media. For example, making sure the customer is happy with their assistance and ensuring they get prompt attention and feedback on all their issues. How do you ensure this happens? Well, let’s take a look at a couple of ways to ensure exceptional customer service as you build a socially enabled call center.
So there are two factors for developing a socially enabled call center. More tips will follow on my next blog; I hope you’ll come back.
This blog was written by Etech’s Jim Iyoob, Chief Customer Officer. If you would like to learn more about Etech, please contact us at email@example.com.