Genesys Social Media Solution
Social media have evolved into a giant megaphone through which consumers can very publicly address customer service issues. And with studies showing that consumers are spending ever-larger portions of their online time on social media sites, companies are likewise looking to connect with their customers via this emerging platform. They've established presence on social media sites, created dedicated social media staffs that post official company messages and respond to customer posts, and begun monitoring what consumers post about their brands.
Unfortunately, most companies lack the ability to effectively capture and share social media content across voice, web, mobile and social media touch points, as well as over time. So when customers share their bad experiences on social media sites and then find themselves having to repeat their grievances to contact centre agents who lack access to those posts, the result is a disconnected customer experience. The message to companies should be loud and clear: By creating an integrated environment in which social media content is leveraged throughout the enterprise, companies can capitalise on an emerging and personal real-time customer service touch point.
The Genesys Social Media Solution is designed to help organisations create the integrated approach they need to turn the social media opportunity into real business benefits. It delivers the capabilities companies need to establish social media as an emerging marketing and customer service touch point, and ensures that they capitalize fully on those efforts to deliver a satisfying customer experience.
Advantages:
With the Genesys Social Media Solution, companies can gain the ability to:
- Listen to what customers are saying, allowing them to better understand the prevailing sentiments about their products and services, as well incorporate valuable "tribal" knowledge into their corporate knowledge bases.
- Prioritise social media interactions by social graph, SLA and business value, and route, them to the right resource—just as if they were phone calls into the contact centre—enabling them to take appropriate action when warranted.
- Engage directly with customers, using social media platforms to respond to, inform, and notify.Integrate social media interactions across marketing and customer service, as well as across customer touch points, to create a single customer service conversation, and to provide business executives with valuable insight via real-time and historical reporting.
Features:
The unique abilities of the Genesys Social Media Solution are made possible by a range of powerful capabilities that give marketing and customer service organisations the tools they need to establish social media as a powerful customer touch point.
Key among these capabilities are:
- Intelligent Routing, Business Rules and Reporting
Prioritise any social media interaction by Social Graph and Business Rules to align with any resource across the contact centre, marketing, and corporate communications organisations. Gain insight into social media interactions to determine business outcomes and effectiveness.
- Out-of-the-box Integration with Twitter and Facebook
This enables companies to leverage Genesys' market-leading CIM platform to ensure that content captured from the most popular social media sites is routed to the best resource for responding to, informing and notifying consumers.
- Integration with the Lithium Community Platform
This not only lets customer service agents use the Genesys Contact Centre Suite to gain visibility into content communities; it also enables customer inquiries to be escalated from community-based self-service to agent assisted service.
- Open Social Monitoring Interface
This provides companies with the flexibility to integrate with a variety of social media, and provides tools for listening and capturing content that can then be managed, prioritised, escalated, assigned SLAs, and routed via the Genesys platform.
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