People everywhere use social media to communicate with each other in ways unimagined just five years ago. 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 center agents who lack access to those posts, the result is a disconnected customer experience. The message to companies should be loud and clear: By engaging with your customers via social media and creating an integrated environment in which content is leveraged throughout the enterprise, companies can capitalize on an emerging and personal real-time customer service touch point. Research has shown that customers who engage through social media are more loyal, churn less and are more profitable.
The Genesys Social Engagement is designed to help organizations create the integrated and holistic 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.