Enterprise Customer Service
Direct Sales/Proactive Outreach
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 and loyalty.
Is your customer service team using a social media solution that wasn’t designed for the contact center?
Does your team waste time scrolling through irrelevant posts?
Do you get the informed reporting you need to manage your social customer service operations?
ITC Digital Desktop was created for the enterprise contact center to deliver an efficient and effective service experience via social media.
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.
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 relevant 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 text messaging, Facebook Messenger, Twitter Direct Message or any channel your customer chooses, all within the same customer interaction through one unified platform.
Instagram is a great channel for brands to share marketing campaigns, community events, and various sponsorships. Unfortunately, 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.
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.
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.