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Integration with Social Media Platforms

Social Media Integration with TELSIP call center system

Connecting your company’s social media platforms directly with the TELSIP call center system simplifies customer interactions and improves daily operations.
Agents no longer need to juggle separate tools for calls, messages, and social media; instead, they handle everything from one place.
This integration helps your team respond faster and deliver more personal service, creating happier customers and making daily tasks smoother and easier for your call center agents.

  • Call center software integrates with APIs provided by social media platforms like Facebook, Instagram, LinkedIn, and sometimes messaging apps like WhatsApp.
  • This integration brings customer posts and direct messages into a centralized agent dashboard.
  • Social media interactions that require follow-up or more complex handling can be converted into support tickets within the call center’s ticketing system.
  • AI-powered chatbots are being integrated to handle common social media inquiries.
Benefits of Social Media Integration:
  • Better Customer Experience: Customers get convenient support on the platforms they prefer leads to faster responses and personalized help.
  • Increased Agent Efficiency: Agents manage all interactions in one place, they don’t need to switch between tools or tabs.
  • Proactive Issue Resolution: Monitoring social media allows for early detection and addressing of problems.
  • Stronger Brand Reputation: Detect and respond to negative comments, complaints, or mentions before they escalate, publicly addressing concerns builds trust and loyalty.
  • Valuable Customer Insights: Social media provides direct feedback and reveals emerging trends, Social interactions are also stored.
  • Reduced Call Volumes: Efficiently resolving issues through social media can potentially decrease the number of inbound calls.
Examples of social media platforms and how each helps in a call center:

Facebook

Allows agents to respond to public comments and private messages on a business’s page, offering customer support and addressing inquiries directly where customers are active.

LinkedIn

Useful for B2B support and addressing professional inquiries via comments on company posts and direct messages.

YouTube

Monitor comments for support issues or brand feedback, call center agents might direct customers to specific YouTube videos to find answers independently.

Instagram

Facilitates customer service through comments on posts and DMs, particularly valuable for visually-driven businesses and engaging with a younger audience.

WhatsApp

Enables personal and real-time chat support and automated replies, especially popular in regions with high WhatsApp usage.

Twitter / X

Enables real-time engagement with customers through tweets and direct messages, useful for quick support, brand monitoring, and addressing immediate concerns.
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