While some consumers have gone “digital,” interacting with customer service through online channels (i.e. social media), others prefer traditional phone lines as communication channels for problem resolution . The best option for establishing a good relationship is to provide a wide variety of channels for customers to resolve their problems as quickly, conveniently and satisfactorily as possible.
This omnichannel approach gives rise to a new transformation of the contact center , by introducing social networks as a means of communication complementary to personal telephone support , either to offer what consumers require or simply to establish a direct relationship with their favorite brands. Of course, all of this with the immediacy that the current customer profile requires.
Instagram, social media and contact center
Two-way communication, whether through call center teleoperators or through social networks such as Facebook , Instagram , Twitter , Google+ , etc., has become essential to stand out in any sector and, obviously, democratizes list of uk consumer email the opportunity to progress and benefit by using these links, “real” or “virtual”, as intelligent tools for customer loyalty , or as a means of attracting potential customers .
Some of the advantages that contact centers offer , as opposed to corporate or brand social networks, are the following:
CONTACT CENTER
transparent terms of use
use marked by action protocols chosen by the brand
Code of Ethics and Standards of Good Practice in Customer Service
the protection of privacy regulated according to current legislation
SOCIAL NETWORKS
They continually caixabank and enisa will award the most innovative change their conditions of use
Uncertain protocols (actual minimum age required)
insecure and dubious privacy policy
Constant changes in algorithms
One of the clearest esperanto leads examples of these differences, in terms of transparency of use and changes , has been Instagram : the social photography network belonging to Facebook .
instagram logo
In the recent announcement about the changes , “instagrammers” were offered the possibility of choosing how to view updates in their “feed” .