In today’s world, customer satisfaction is a priority for every business and company. The traditional call centers are now emerging as a digital one, where social medial channels have incorporated in it. The call center solution has now acquired the social media channels which are used in everyday life to make the customer experience better. The largest communication occurs through social media channels. It is required for companies to integrate their call center software and social media channels. The social media channels integration in companies helps in a better customer experience. The following are the different perspectives to consider incorporating social media channels in the business and companies.

Perspectives of customers

A few years back, social media channels have just arrived. After its arrival, it became an influential platform as well as a platform to communicate with people. The communications were there in the early days to call, but sometimes the call didn't reach to the customer care center. The social media channels have bridged this gap in a few years to provide call center solutions. The social media channels have been the greatest attraction for companies and businesses for a few years. This is due to a large number of people on social media channels like Facebook, Instagram, Twitter, and others. The number of people joining is also increasing day by day. Hence, customer satisfaction has also increased as they get their solutions without any hassle.

Worldwide view

The social media channels have incorporated to the software used in the call center in recent times to give more specific goals and call center solutions. As per the statistics report, out of 300 million people on Twitter, 49% raises a complaint or issues on Twitter, 83% welcomes responses to the queries they get. Out of 800 million users on Facebook, 83% follow their favorite brands and 50% other users follow the brand others are most likely to get it. More than 67% of companies and businesses use social media and are active in them. The discussions initiate on social media channels frequently and get popularized within a minute.

The perspective of the call center

The customer call is a hectic schedule for employees. The inbound calls every day is not easy to handle. Sometimes calls also get disconnected or the responses are less. The social media channels come as a boon for a call center where enquires and solutions are given without any hassle. The communication is through messages. Hence a load of getting frustrated due to customer's verbal abuse or anger is minimized. This makes a mutual bond between customers and employees where both are satisfied with their work.

The social media channels have become an influential part of everyone’s life. The call center software solution incorporated with social media channels is a great way to communicate with people and resolve queries where everyone can get a look into it. Thus customer centers adapting social media channels for customer care are going to be the fruitful thing for them.

Author's Bio: 

Mehul works in a company that offers call center solution, call center social media and call center CRM integration services.