Maintaining positive customer relations in today’s Internet-driven world can understandably be stressful. While your customers are turning to new channels like social media to try and get the answers they’re looking for, you’re left anxiously pacing the floor and nervously biting your fingernails. So, who exactly is turning to social media to find answers and assistance? Almost half of 45-54 year-olds have used social media for social customer care, and over one-third of individuals who are over the age of 55 turn to social media for customer assistance. In general, almost half of social media users have used social customer care.

As a call center manager, this can do either one of two things for you: make your heart race or paint a calm and confident smile on your face. Sure, it’s easier than ever for customers to access social media 24x7 with the use of smartphones, but with the right call center software, you can rest assured as part of the latter group of confident decision makers.

So, now you may be wondering how you can become a part of this group. This is where cloud contact center software can be incredibly helpful.