Recent Forrester research shows that over two-thirds (67%) of companies believe that social customer service is the most pressing short-term priority for the contact centre. More brands are recognising that social media is a primary customer service channel and are transferring responsibility for managing this channel to the contact centre to ensure the appropriate technologies are in place to deliver excellent customer service.
“Our customers are increasingly moving to omnichannel interactions within their contact centres, so we are pleased to add Conversocial’s best-in-class social customer engagement practices to our cloud contact centre solution,” said 8x8 Sr. Vice President of Product & Strategy Darren Hakeman. “Businesses can now embrace social media, together with phone, email and chat, as a scalable, secure and efficient part of their omnichannel contact centre strategy.”
“Both customers and companies now see social media as a mainstream customer service channel,” said Conversocial CEO and Founder Joshua March. “To meet customer expectations, organisations must ensure that they have a well-planned, resourced and executed social care strategy that’s fully integrated into the contact centre. We’re excited to partner with 8x8 to allow organisations to meet customers on social media channels and provide personalised service that builds customer loyalty while increasing operational efficiency.”
8x8 Virtual Contact Centre is a pure cloud offering that makes it easy for organisations to support customers from any location, across any channel with a personalised, efficient service that builds customer loyalty. 8x8 Virtual Contact Centre includes pre-built modules for a variety of different interactions and integrations, making it fast and easy to deliver high quality customer service.
Businesses can take advantage of 8x8’s Virtual Contact Centre offering and Conversocial’s social customer service solution to optimise the prioritisation, workflow and analytics required to deliver social media engagement from the contact centre. Agents can move conversations from the public forum of a social interaction to a more private chat, email or phone interaction as appropriate.