Altitude Software, a global leader in contact center technology, has released a new white paper aimed at helping businesses to win the social media customer service challenge in the contact center.
Social networking accounts for nearly one in every five minutes spent online worldwide, ranking as the most engaging online activity globally, according to ComScore (1). Facebook is estimated to reach 1 billion monthly active users in the coming months and Twitter already surpassed 150 million active users with 1 billion tweets every three days. The growth of social media is now set on a course to dominate internet usage.
In this new environment, businesses require a social media customer engagement strategy that can enable fast, relevant and appropriate responses to inquiries, complaints and other interactions in the social networks. Altitude Software’s new White Paper “The Seven Elements of Great Social Customer Service” casts a new light on what should be the role of the contact center, usually the only structure in an organization capable of handling and managing large volumes of interactions on a timely basis, in winning the social media customer service challenge.
In this new White Paper, Altitude Software lays out the reasons why businesses should provide customer service through social media, why social media customer service should be a function of the contact center, and what are the seven elements businesses need to have in place in the contact center to provide great customer service through social media.
Altitude Software delivers worldwide a robust, modular solution that handles all customer interactions and unifies all touch points throughout the organization in an open, platform-independent solution, based on standards. With 17 offices in four continents and a strong partner network, Altitude Software leverages existing technology investments, adding value without disruption across a wide range of situations with low total cost of ownership.
The Seven Elements of Great Social Customer Service - and learn how to win the social media customer service challenge in the contact center.
(1) It’s a Social World: Top 10 Need-to-Knows About Social Networking and Where It’s Headed; ComScore; December 2011
About Altitude Software
Altitude Software (altitude.com) is the leader of unified customer interaction solutions, managing dynamic contact centers independently of platforms since 1993. With about 1100 customers in 80 countries, Altitude strives for customer satisfaction and is ISO 9001 certified for its worldwide support. Altitude Software has won 50+ industry awards. “Altitude uCI” (unified customer interaction) is a software suite that manages in real time enterprise functions like Customer Service, Help Desk, Collections, Telesales, Surveys, etc. It is unique in accelerating the creation of services and campaigns, thanks to the unified design studio, routing, dialler, voice portal, desktop front-end, monitoring and analytics. Altitude Software can be reached at +1 877 4744499 or emailed to info[.]altitude.com.