CySocialTM Social Media Contact centre Integration Detailed Functionality & Features List
Twitter sometimes described as the ‘SMS’ of the internet, allows people to enter messages no longer than 140 characters long based on the simple question of “What are you doing?. It is one of the fastest growing social media marketing tools. It has been widely accepted by personal use and is now fast becoming adopted by businesses as well.
Using a simple comment in their Tweet that our clients can advertise, we can then have the customer’s number automatically called back by a member of the customer services team and also if either that number or Twitter username is in our clients CRM, we can also pop those details to the callers screen as reference. We have devised the solution so that numbers can remain anonymous for privacy if that is a preferred delivery method
The CyCC™ Real-Time screens and also historical reports log and present traffic and statistical details for all Social Media tasks and performance just the same as live calls.
It’s simple, if you currently utilise or are about to utilise the power of Social Media marketing, you can ensure that you never miss an opportunity or business, when a client or potential client requests a Twitter Call Back. It all happens in a couple of simple steps:
Use your business Twitter account and Tweet to your followers to promote, advertise or just let everyone know what’s happening within your business. It maybe a general Tweet or one that’s directed at a particular audience or product. There are no rules, so you have the power!
Your followers will then receive and see your latest Tweet. If they are wishing to be contacted by your business in relation to your Tweet, it’s done with one simple replying Tweet: ‘@TwitterUsername callme! your contact number
Also if either the client’s callback number or Twitter username is in our clients CRM, we can also pop those details to the callers screen as reference. We have devised the solution so that numbers can remain anonymous for privacy if that is a preferred delivery method.
The request is now placed automatically into the contact centre queue and routed to the appropriate agent for an automatic call back to the client’s preferred number.
The agent who receives the call back request has the below screen appear within CyDesk and if the client’s number or Twitter username is in your CRM, a subsequent contact screen can pop. The agent then just has to click the call back button to initiate the call and communicate with the client. Once the call has finished, the agent has all the normal CyDesk options for ‘Completion Codes’.
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