{"id":11044,"date":"2020-08-11T09:30:29","date_gmt":"2020-08-11T08:30:29","guid":{"rendered":"\/gb\/en\/blog\/?p=11044"},"modified":"2024-10-29T15:32:01","modified_gmt":"2024-10-29T15:32:01","slug":"social-media-contact-centre-operation","status":"publish","type":"post","link":"\/gb\/en\/blog\/social-media-contact-centre-operation\/","title":{"rendered":"Why Social Media Should Be Part of Your Contact Centre Operation"},"content":{"rendered":"

Expectations around customer experience<\/a> are constantly changing.\u00a0<\/span><\/p>\n

In the past, the only option a customer had if they needed help was to pick up a phone. After a while, emails and support tickets on websites offered an alternative. Unfortunately, most clients ended up feeling frustrated and unhappy by the time they finished communicating with a brand.<\/span><\/p>\n

Today, we\u2019re living in a digital landscape. Your customers believe that talking to a brand should be as simple as talking to a friend. Because of this, companies are beginning to introduce new customer experience solutions. There\u2019s live chat functionality on websites, self-service, and even messaging apps. One of the biggest new avenues for contact centre support is social media.\u00a0<\/span><\/p>\n

Social media is the medium that puts the power in the brand\/customer relationship back into the hands of the consumer. Social customer experience<\/a> opens up enormous opportunities for clients to build stronger connections with customers.\u00a0<\/span><\/p>\n

The value of social media in customer experiences<\/span><\/h2>\n

Statistics show there were around 2.95 billion people on social media in 2019. In 2023, that number will rise to <\/span>around 3.43 billion<\/span><\/a>. Social media gives consumers a place to share their thoughts and expectations. Many brands already have their own social media channels, using these profiles to influence public perspective and strengthen brand awareness.<\/span><\/p>\n\t

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\r\n\t\t\tcloud contact centre<\/a> technology<\/span>\r\n\t\t\t

Improve customer and employee experience together<\/h3>\r\n\t\t\t

RingCentral's cloud contact centre can help you improve first contact resolution and make your customers happier.<\/p>\r\n\t\t\tFind out how<\/a>\r\n\r\n\t\t\t\t\t<\/div>\r\n\t<\/div>\r\n\t\n

However, as younger generations like Gen Z<\/a> continue to avoid picking up the phone for customer service, social media is taking on a new purpose. Today\u2019s consumers want to be able to connect with brands on their social platforms when they have a problem. What\u2019s more, they want answers to their questions fast.\u00a0<\/span><\/p>\n

Social media feels like a more informal and streamlined way to get support in the digital landscape. However, this environment isn\u2019t just a tool for consumers that want to feel heard. Making social media a part of your customer experience strategy has benefits for your brand too. For instance:<\/span><\/p>\n