Hodusoft Integrates Social Media Channel in Call Center Software to Enhance Customer Experience
12/17/2018

Customer delight is at the core of services and integrating social media channels is of prime importance in current call center scenarios.

Online PR News – 17-December-2018 – Ahmedabad – Hodusoft, a division of Ecosmob, announced Facebook and Twitter integration into its call center software. Its call center solutions already enjoy an unmatched reputation for features, ease of use and productivity. Inclusion of Facebook and Twitter streams into its contact center software further enhances the customer experience. In addition, agents in call centers find that this inclusion makes life easier for them.

Elaborating on the integration of Twitter and Facebook social media channels into the omnichannel contact center software, a spokesman said that this would benefit clients in different ways. One benefit is that leads from social media can be integrated into outbound campaigns. The other is that of lead collection. The third is that agents save time and effort by getting feeds in a single dashboard. They can conduct a campaign if need be or they can interact interactively based on the issue raised in a tweet or on Facebook chatter. Fast responses also build a positive image about the call center or for its client.

The accent is not just on selling. Social media integration into the call center solution leads to better customer service. A customer, for example, may raise an issue on a Facebook post or on a tweet. Agents do not have to wait for that person to call in with that issue. They can go proactive and approach the customer directly to resolve the issue through the contact center software. If the customer does call, he does not have to repeat what has already been stated on the social channel. The agent knows it and is prepared to respond.

Twitter and Facebook inside contact center software may also lead to better analytics and understanding of customer intents. This can help call centers prepare to address issues or plan campaigns in a better way.

Pulling data from these two social channels becomes easy for a multitude of purposes. In the same way, the contact center software with Facebook and Twitter integration can be used to send our notifications, messages and offers. It works both ways and confers innumerable benefits. The primary benefit is a delighted customer and such customers tend to be loyal as well as give positive testimonials.
Integration of Facebook and Twitter into its Omnichannel contact center software is but the beginning. Hodusoft is examining ways to integrate other popular social media channels in the near future. These two channels are already integrated into its ready to use package. Past customers may receive upgrades to bring them up to speed. Hodusoft believes in delighting its customers so that they may give a similar experience to their customers.

Interested call centers may get in touch with Hodusoft by phone on 91 79 48939393, 1-707-708-4638 or via form on website http://www.hodusoft.com.