Powered by leading-edge text analytics, ITC harvests the social web for mentions of your brand, products, services and competitors. Our categorization engine eliminates irrelevant brand mentions and sorts targeted content by post type, topic and more.
Our skills-based routing then sends the right post to the right queue to resolve your customers’ inquiries.
Fully loaded with contact center reporting and CRM integration, ITC enterprise social media works with you to deliver the most efficient and effective social media service to your customers.
OF ADULTS USE
IN SOCIAL MEDIA, TIMING IS EVERYTHING
In sales and customer service, we need to know when consumers turn to social media.
Maybe a customer’s concern wasn’t resolved and they want to air their grievance publicly or maybe they’re looking for product recommendations from friends.
Whatever the reason, your company should be there for that customer or prospect. Consumer willingness to wait for a response is short and the stakes are high when you can’t communicate with the customer on their preferred channel. There’s always a responsive competitor ready to win their business.
ITC enables your company to quickly and effectively engage consumers in the social web for sales, customer service & loyalty.
BE AT THE RIGHT PLACE, AT THE RIGHT TIME.
Social Media Contact Center ROI
We specialize in best-in-class social media for contact centers.
Software that sounds “too good to be true”, probably is. No one social media platform excels at all your marketing, publishing, listening, analytics and customer service needs. It’s especially true in software; the jack-of-all trades is usually master of none.
Start winning in social media sales and service with the solution that was built to deliver results for your contact center today.
ITC ENTERPRISE SOCIAL MEDIA OFFERS YOU:
Versus other customer service channels and even your current platform.
NEW REVENUE STREAMS:
Potential customers who may purchase your products and services.
Building longer-lasting relationships with customers in their channel of choice.
Social Media Use Cases
ITC customers are winning in the social media sales and service space with programs that include:
Enterprise Customer Service & Loyalty
Direct Sales/Proactive Outreach Programs
FACEBOOK MESSENGER FOR SOCIAL MEDIA CUSTOMER SERVICE
ITC will ensure your brand is instantly discovered in Facebook Messenger search so customers can interact directly and privately with your agents. Meanwhile, ITC gathers all the activity on your Facebook wall, allowing your agents to respond instantly.
When your customer service agents respond to queries through Twitter, Facebook or Instagram, they can easily move the conversation to a private channel to provide more detailed responses or to share private, customer-specific information. Instantly switch between SMS text, Facebook Messenger, Twitter Direct Message or any channel your customer chooses all within the same customer interaction through the one unified platform.
INSTAGRAM CHANNEL FOR SOCIAL MEDIA CUSTOMER SERVICE
Instagram is another great channel for brands to share marketing campaigns, community events, and various sponsorships. However, consumer responses to company Instagram activity often fall between the cracks because the customer service team doesn’t have a way to monitor.
ITC Instagram monitoring allows your social customer service team to respond to customer comments on Instagram and monitor specific hashtags.
When it comes to customer service – a picture is worth a thousand phone calls.
Instagram Direct allows the Instagram community to send private messages containing text accompanying photos or short videos directly to one or more recipients. The recipient is notified immediately through the Instagram app providing a direct line of communication. Somewhere among the more than 300 million Instagram users are your customers.
TWITTER FOR SOCIAL MEDIA CUSTOMER SERVICE
As a unified platform ITC brings together all your brand’s Twitter mentions into a central location, allowing your agents to easily respond. Whether it’s a Direct Message, an @-message directed to your brand or just the use of your brand name in a tweet, ITC is constantly scanning, using an advanced text analytics algorithm to bring in the actionable data and filter out the non-actionable and irrelevant noise.