Building relations with customers via social media and the way these channels are managed is an essential element of organizational success. Social Media can positively influence sales and enhance customer satisfaction. According to Brand Watch, of the 7.7 billion people alive today, 3.397 billion use social media.
What is Social Data Router?
Social Data Router (SDR) allows your contact center agents to engage with customers across different social media platforms including Instgram, Youtube, LinkedIn, and Telegram.
SDR is made to compliment Genesys contact center solution with a plug and play connector ready made to route social media interactions to your agent desktop.
10 Reasons why Social Data Router is essential for you Contact Center?
1 Get Mobile: Smart phones and tablets are the present and future of consumer interactions
2 Minimal Training Required: Unlike with certain software systems or applications, call center agent don’t have to be extensively trained in social media, that’s because most people are already very familiar with it.
3 Plug and Play: The Social Data Router connector is plug and play, meaning you can turn it on or off depending on you organizational marketing objectives.
4 Expand your Reach: With over 1.6 billion users on Facebook only, LinkedIn emerging as customer service tool – SDR will make it able to respond to your customers where they are most active is not only convenient, but also creates a connection between the customer and the business.
5 Familiar Agent Desktop: SDR supports Genesys Contact Center platforms, which means you agents are using the same desktop as before, hence lowering training cost to almost zero.
6 Improved Customer Experience: Fast response times and personal interactions with customers on social media can lead to improved customer satisfaction.
7 Integrated Reporting: SDR connector provides data that can be consumed by your reporting engine and displayed easily.
8 OmniChannel: Integrated with Genesys to show historic customer interactions to provide an omnichannel experience.
9 Multi- Account: Ability to manage multiple social media accounts your organization has.
10 Generating Buzz: Customers with positive social contact center experiences are more likely to recommend the brand, word of mouth remains one of the best advertising methods available.
SDR is constantly updated to support the latest social media trends and platforms of today and tomorrow.