PARIS, September 4, 2015 / PRNewswire / – –
– Vocalcom social care adds to its contact center software to ensure the customer a social service smarter, faster and effective Twitter
Vocalcom, a leading contact center software and technology of contact for customers worldwide provider cloud that helps businesses to provide a service experience comprehensive and personalized customer, announced that soon release its solution customer service in social channels to Twitter through the integration of new solutions ecosystems Twitter – A range of data and functionality that is designed specifically for companies interested in creating the next generation of customer service solutions. With this solution, the contact center software cloud Vocalcom provide customers an integrated context, getting information on customer service interactions and giving priority to talks that need attention.
(Logo: http://photos.prnewswire.com/prnh/20150902/263192LOGO)
(Photo: http://photos.prnewswire.com/prnh/20150902/263191)
Last week, Twitter cited the growing importance of social platforms as a tool for customer service, announcing that it had launched an initiative to raise the customer service to the next level through the creation of a range of data and functionality designed to provide companies the essential tools that enable providing optimal customer service. The range provides detailed contextual information about customers, tweets an integrated internal company data, as well as advanced parameters to measure the audience of brand analysis – all while an extraordinary customer experience is created. It is filled with real-world examples of companies like Hilton (HiltonSuggests), Best Buy (BestBuySupport), Comcast (ComcastCares), Spotify (SpotifyCares), T-Mobile (TMobileHelp) and Microsoft (LumiaHelp).
In addition, manufacturers will have greater access to public files tweet since 2006, thereby allowing a better understanding of the needs of its customers. Twitter also unveiled the release of Twitter for Customer Service Playbook, a guide for companies with detailed information on the key steps and best practices to use Twitter with the aim of providing exceptional service to the customer. The guide also has numerous case studies of global organizations that have achieved outstanding success in customer service using Twitter as a platform. According to this guide, an increase of 68% was achieved in the number of US adults who used Twitter for customer service in 2014.
The social service solution Vocalcom customer with the new Twitter integration ecosystems provides many benefits. In the first instance, brands can respond faster to customers with a cost six times less than that of a traditional voice call customer service, or up to 80% by interaction versus phone calls. There will also be an increase in the customer service satisfaction as the guide mentioned that the tweets directed at the Twitter accounts of major brands have increased 2.5 times in the last two years with the potential for customer satisfaction encryption 97%. Thus, 85% of customers who have a positive interaction of customer service are more likely to recommend a brand to others, and many companies have already indicated that Twitter has played a vital role in the view satisfying their support customers.
The real-time nature of social platform enables more efficient and personalized service while customers increase the availability of demand for brands 24 hours a day, 7 days a week. The solution also provides new sales opportunities while brands can attract customers proactively analyzing tweets to better understand their needs and create opportunities and appreciation of marketing to attract and keep customers. For example, if a Twitter user sends a query as a tweet on finding the best pair of running shoes (not necessarily directed to a brand), a brand of shoes that use this solution receive a notification as this tweet data, thus having the opportunity to contact the user with an offer of marketing: that is, a link to the perfect pair of running shoes. Similarly, if a client sends a tweet to your satisfaction or concern about a brand, the data is supplied to the customer service department, which allows agents to tackle this problem or contact the customer with a detail such as a coupon or special offer, or simply thanking his appreciation. Finally, the solution allows getting information and analysis which continued trends observed for subjects in the tweets, ability to respond the customer service team, and in general the needs and behaviors of customers – all vital elements strategic development that drives the success of the brand.
Social Care Vocalcom provides all the tools to meet the highest expectations of customers, thanks to its personalized service, the fastest, efficient and relevant. Through this new integration, customer service software Vocalcom social channels to Twitter ensures that companies can optimize the customer experience while reducing costs, creating an active brand and providing new opportunities sales.
About VOCALCOM
Vocalcom was founded on the principle of a wonderful experience for the user, providing a software center Contact cloud based on an innovative design and useful functionality. Over 3.500compañías as McDonald’s, Disney and ITV Vocalcom used to reduce operating costs, increase productivity and make every interaction with customers in a positive business experience. With its exceptional design interface and is used by over 550,000 users, Vocalcom is a simple software contact center test, purchase, implement and use. For additional information about the contact center Vocalcom please visit Vocalcom.com
Marketing Product: Myriam Ghedas, m.ghedas@vocalcom.com, Tel: + 33-1 -55-37-30-50
SOURCE Vocalcom
No comments:
Post a Comment