As a leading Contact Center software provider, we understand the power of effective communication in building meaningful connections with customers, and we are happy to support various social media channels like:
✅ Facebook ✅ Twitter (X) ✅ Google Reviews
✅ Instagram ✅ Viber
✅ WhatsApp ✅ Zalo
Social media platforms have witnessed tremendous growth in recent years and have become integral to the customer service landscape. According to a recent study by Salesforce, 78% of customers have used multiple channels to start and complete a transaction. We understand the importance of providing seamless and convenient communication options for your customers, and that's why we're constantly evolving to meet your needs.
This shift in consumer behavior presents an opportunity for Contact Centers to leverage these platforms and provide seamless support experiences where customers are already active and engaged. So, let's discover more about Mediatel Data-integrated social media channels.
Agents can respond in media (Facebook, Instagram, WhatsApp, Twitter, Viber, or Zalo) from the Mediatel Data ticketing desktop without a separate login.
Mediatel Data optimizes customer interactions by seamlessly integrating across various touchpoints. Whether conversations start on Facebook, Instagram, WhatsApp, Twitter, Viber, or Zalo, these can effortlessly transition to phone, SMS, or other channels.
✔️ Entire ticket lifecycle, from opening to resolution; SLA, KPI, custom formulas.
✔️ Assignment of tickets/ emails/ messages to agents, teams, and groups.
✔️ Search options and filters.
✔️ Keep a history of all interactions.
✔️ Alerts and notifications - visual and pop-up.
✔️ Integrated with artificial intelligence (AI) tools.
Furthermore, our platform empowers Supervisors to efficiently route interactions to the right people, regardless of their department. This ensures seamless coordination and timely response to customer inquiries across social media channels.
Mediatel Data platform provides analytics and reporting capabilities for all these social media channels, allowing Contact Centers to track and analyze customer interactions. This data helps understand customer preferences, identify trends, and optimize support strategies for better outcomes.
Adopting a proactive approach and implementing the right social media engagement solution will unlock the potential for optimized social interactions, increased customer satisfaction, and heightened brand appreciation.
Your efforts could be more cohesive and consistent with automated processes and department integration. Using the Mediatel Data platform, you can implement your social media strategy in a scalable and automated manner, customized to align with your business rules and best practices.
Mediatel Data integrates all major social media channels into a single interface, including Facebook, Instagram, Viber, Twitter, WhatsApp, and Zalo. With our robust ticketing module, Contact Centers can provide an omnichannel experience that offers a 360-degree view of customer interactions.
Our solution empowers Contact Centers to efficiently manage customer inquiries, monitor social media conversations, and deliver consistent support across multiple channels. By consolidating all social media interactions into a unified interface, agents can access, respond to, and track customer tickets from various platforms in a centralized manner.
Mediatel Data's omnichannel approach gives Contact Centers a holistic view of customer interactions and preferences. They can understand the full context of each customer's journey, irrespective of the channel they used, enabling personalized and informed support.
Whether it's Facebook, Instagram, Viber, Twitter, WhatsApp, Zalo, or a combination of these platforms, our integrated Contact Center platform ensures you can effectively engage with customers and provide a seamless omnichannel experience.
✅Broad Reach
Using Mediatel Data for social media channels, communication between you and customers will be instant and real-time. Customers can reach out to businesses directly, and you respond promptly, leading to faster issue resolution and improved customer satisfaction.
✅Real-Time Communication
Using Mediatel Data for social media channels, communication between you and customers will be instant and real-time. Customers can reach out to businesses directly, and you respond promptly, leading to faster issue resolution and improved customer satisfaction.
✅Multichannel Engagement
Social media allows Contact Centers to engage with customers across multiple channels. Whether it's Facebook, Instagram, Twitter, or others, through Mediatel Data, you can meet customers where they are most active, catering to their communication preferences and providing a seamless experience.
✅Enhanced Customer Experience
Social media platforms provide a diverse array of features that have the potential to elevate the customer experience. With the Mediatel Data platform, you can leverage multimedia support to create interactive content and deliver personalized messaging that captivates customers and adds a distinct personal touch to their interactions.
✅Customer Insights and Analytics
Mediatel Data platform offers integrated analysis and reporting of all customer interactions, including those initiated or completed over social media channels. Thus, you can gather insights about customer preferences, behaviors, and feedback, helping you improve your products, services, and support strategy improve your products, services, and support strategy.
✅Proactive Customer Service
Through the Mediatel Data platform, you can monitor social media channels for mentions, hashtags, or customer inquiries, enabling agents to address issues, offer assistance, and engage in meaningful conversations without waiting for customers to reach out first.
✅Competitive Advantage
Incorporating social media channels in the Mediatel Data platform can provide a competitive advantage. By offering diverse communication options and meeting customers' preferences, you can differentiate yourself from competitors and deliver exceptional customer service.
✅Cost-Effective Communication
Social media channels offer a cost-effective means of communication compared to traditional channels. They eliminate the need for extensive phone infrastructure, and through the Mediatel Data platform, you simultaneously handle a larger volume of inquiries.
Follow us to learn how our platform can empower your Contact Center with a unified interface and a 360-degree customer view.
