19 June 2017

Facebook: Find your customers where they already are

Written by Christopher Liko, Posted in Contact Center

It’s no secret that most of the online world is on Facebook. With nearly 2 billion active users1, it is no longer a question whether you should communicate with your customers on Facebook. The questions now are “when” and “how.”

Conversing with customers

There is clear value for a business to be on Facebook, but simply having a presence on the platform is not enough. The true value arises from conversations between businesses and customers. Facebook reports that 2 billion messages are exchanged between people and businesses each month. This statistic includes automated (chatbot) and human-initiated messages. The company also reports that 53% of people say that they are more likely to do business with a company that they can message. Whether through chatbots or agents, businesses must provide instantaneous access to information and support.

Meet customers on their platform

Your customers are already on Facebook. So are you. It is imperative that customers can have a dialogue with your business, without ever leaving Facebook. Consider the ecosystem of Microsoft Office 365 or Apple’s device and application ecosystem. These platforms are designed so that users can perform all of their tasks in a familiar place, with a familiar UX, without ever having to leave the ecosystem. The same rationale applies to customer conversations on Facebook. Your customers are familiar with Facebook and they already use the platform. Enabling customer conversations on Facebook removes the perception that receiving support is an arduous or time-consuming process.

25 May 2017

LIVE WEBINAR: The Contact Center of the Future: Customer Engagement with Facebook

Written by Christopher Liko, Posted in Webinars

JUNE 14, 2017 - 1PM EST - 60 MINUTES

Once upon a time, a contact center was a call center. Customer service was provided exclusively over the phone and was considered the ideal way to communicate with customers. At some point, the call center became a contact center. Since then, the definition of a call center has expanded to include email, instant messaging, SMS, and, most recently, social media.

Many businesses understand the value of providing customer service through social media channels. However, these same businesses often lack the expertise to effectively leverage social media tools. These tools are isolated from the contact center, lacking a unified vision between marketing and customer service activities. In order to maximize the effectiveness of social media, it needs to be integrated into the omnichannel customer experience provided via the contact center.

We all know that Facebook is the largest social media platform in the world, hosting nearly 2 billion active users, which represents one quarter of the world’s population. Facebook interactions occur by the millions, and many of these interactions slip through the cracks. What if your contact center could monitor thousands of posts, comments and replies? What if your agents could be notified instantly of posts regarding specific keywords or pages? What if you could enable personal conversations with your customers on Facebook without ever leaving the contact center? In this webinar, we are going to discuss the possibilities of using Facebook in the contact center.

15 October 2012

Unified Communications – What is UC and is it really worth it?

Written by Martin Borowski, Posted in Lync, Unified Communications, ComputerTalk, Microsoft

Working from anywhere, using any device at any time, efficiently and effectively is what Unified Communications (UC) is all about.

UC comes in the form of various bundles of services, from Presence and IM, to Email, to Conferencing and Collaboration, MPLS and Voice telephony. And all these smoothly intertwined with business processes of the company.

It comes with so many advantages to simplify the business but most importantly it saves a ton of time. Time – one incredibly valuable commodity with limited supply.

UC will save time on checking company directory, prevent calls to colleagues that are busy in this instance an not able to answer the call anyway and inform when is the actual best time to connect.

Unified Messaging is one neat example of UC. All emails, voicemail, text and fax come into a single inbox. And those voicemails are transcribed into text so no more time wasted dialing into the mailbox, typing the password, dialing to hear new message, waiting for the prompt…etc.

UC enables employees to be more productive for longer periods of time as information is sorted and timely.

The best part is the ability for the customer to try Unified Communications at a comfortable pace and test variety of options available without the pressure of full immediate integration.

ComputerTalk's ice product provides all the Unified Communications you need on a simple all-in-one platform; phone, email, instant messaging, social media (Facebook and Twitter), video, webchat, and Skype. Learn more about ice contact center.