The power of social media is growing so fast that it has become almost synonymous with customer service, multichannelism is becoming the order of the day, and companies would do well to get on board properly equipped, like Simplify360 has been doing, or else miss the bus.
Simplify360 has been busy - continuously enhancing its social contact center solutions, adding new features and functionalities that will help reduce turn around time for agents and also give supervisors greater visibility into agent performance.
“Having over 10 major Software Integrators and BPO companies as clients and partners, we are focused on making every bit of customer service social,” said Bhupendra Khanal, CEO and co-founder of Simplify360.
These changes have been made in view of the major challenges that companies typically face. With social media gaining prominence, customers have begun, in greater numbers, to choose it for voicing complaints and issues – so much so that managing and keeping track of issues has become complex and difficult.
By ensuring that incoming calls are placed into proper queues, assigning priority to calls and dispatching them suitably to available agents, the complexity of handling issues is greatly reduced.
"Prioritization, Routing and Queuing form the backbone of any good social CRM system, the performance of the solution directly impacts the resolution time of agent and hence a better ROI. With this enhancement, we are one step closer to the social media contact center solution we have envisioned," said Rohit Gupta, CTO and co-Founder of Simplify360.
Simplify360's enhanced priority setting functionalities can enable supervisors to automatically identify and route complaints on social media to concerned customer agents within no time.
Khanal considers this enhancement a major one as it aligns with the company’s mission of making “every bit of customer complaints heard while controlling the frauds and unwanted criticism.”
The company has also ensured that teams are trained with the technology and the best practices on social media – in short, it has done everything to give its customer service a social face.
Edited by Cassandra Tucker