Over 10 years we help companies reach their financial and branding goals. Engitech is a values-driven technology agency dedicated.

Gallery

Contacts

411 University St, Seattle, USA

engitech@oceanthemes.net

+1 -800-456-478-23

Twitter Facebook-f Pinterest-p Instagram

Social Media

It’s no secret that companies’ customer service is expanding beyond the call center and into the realm of social media. While there are many tools to help you successfully integrate social media activity into your customer service, it’s important to first understand how the two will work together. With Inteliex, you can use your organization’s social media and channels as an extension of your existing branding and marketing efforts or as a primary tool. These communication channels can and should be done in a variety of ways (such as Facebook, Twitter, Instagram, Whatsap, Telegram, Discord, etc.) and you can manage the channel or channels you need separately.  Consumers like to use different forms of communication, so it is important to appeal to every preference, if you use Inteliex, your competence and reputation will be stronger and scalable with integration with these channels.  We would like to point out that a social media contact center enables your business to interact with your customers instantly, constantly strengthening your company’s brand image and improving customer loyalty.  

According to a study by Conversocial, 46.7 percent of respondents indicate that receiving a personalized response from a brand would strengthen their brand loyalty. Social channels will also provide your business with a wealth of information about your customers’ preferences, allowing you to learn how your products and services can be improved and understand how the market is shaping in terms of competition. However, in order to maximize all these benefits, Inteliex is at your side with its solution center (Contact Center) approach for your business to adopt an integrated approach to social media customer experience. Many companies today work in isolation, which prevents them from being analyzed and understood as part of the entire solution center operation. You are also enabling your customers who engage with your business on social media to receive the same information or offers that they would receive if they reached out to the contact center using, for example, a customer support hotline. Every social media interaction with a current or potential customer can either reinforce or detract from your company’s brand equity, so it’s important to have policies in place to ensure that every interaction is aligned with your company’s overall brand personality and identity. Inteliex’s contact center software takes on the responsibility of routing social media inquiries to the most appropriate agent to ensure that the response is not only timely, but also helpful. By properly training your agents in social media customer service, your company can ensure that the service provided on social channels is both high quality and consistent with overall contact center operations. Inteliex’s infrastructure allows your agents to support different communication channels at the same time, which can save money in managing organizational resources.