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Vocalcom Adds Social Care to its Contact Center Software to Ensure Smarter, Faster and More Efficient Social Customer Service on Twitter
PARIS, September 2, 2015 /PRNewswire/ --
Vocalcom, a leading global provider of contact center software and cloud customer
contact technology helping businesses deliver a seamless and personalized customer service
experience, has announced that it will release shortly its social customer service
solution for Twitter through the integration of Twitter's new ecosystem solutions-a suite
of data products and functionality designed especially for enterprises with the interest
of building the next generation of customer service solutions. With this solution,
Vocalcom cloud contact center software will offer rich context about customers, gain
insights from customer service interactions, and prioritize conversations that need
attention.
    (Logo:
http://photos.prnewswire.com/prnh/20150902/263192LOGO )
    (Photo:
http://photos.prnewswire.com/prnh/20150902/263191 )
This past week, Twitter cited the growing importance of the social platform as a
customer service tool and announced that it had launched an initiative to take customer
service to the next level by creating a suite of data products and functionality designed
to provide companies with the essential tools for delivering optimal customer service. The
suite offers detailed contextual insights about customers, rich analysis of tweets with
internal company data, and advanced metrics to measure brand audience-all while creating a
delightful experience for customers. It's full of real world examples from companies like
Hilton (@HiltonSuggests), Best Buy (@BestBuySupport), Comcast (@ComcastCares), Spotify
(@SpotifyCares), T-Mobile (@TMobileHelp) and Microsoft (@LumiaHelp).
In addition, brands will have greater access to their public tweet archives reaching
back to 2006, enabling them to better understand customers' needs. Twitter further
unveiled the publication of the Twitter for Customer Service Playbook, a guide for
companies with detailed information on the key steps and best practices for using Twitter
to deliver exceptional social customer service. The guide further features numerous case
studies from global organizations that have achieved exceptional customer service success
using Twitter as a platform. According to the guide, there was a 68% increase in the
number of U.S. adults using Twitter for customer service in 2014.
The Vocalcom social customer service solution with the new Twitter ecosystems
integration offers numerous benefits. For one, brands will be able to respond more quickly
to customers at one-sixth the cost of a traditional voice customer service call, or up to
80% per interaction compared to phone calls. Customer service satisfaction is also set to
grow, as the playbook cites that tweets targeted at major brands' customer service Twitter
accounts have increased 2.5 times over the past two years with the potential for 97%
customer satisfaction. Indeed, 85% of customers who have a positive customer service
interaction are likely to recommend a brand to others, and many companies have reported
that Twitter has played a key role in their customer satisfaction feedback.
The real-time nature of the social platform further allows for more efficient,
personalized service as customers increasingly demand 24/7 availability from brands. The
solution also offers new sales opportunities as brands are able to proactively engage
customers, analyzing tweets to better understand customer needs and creating marketing and
customer appreciation opportunities to both attract and retain customers. For example, if
a Twitter user tweets a question regarding finding the best pair of running shoes (not
necessarily directed at a brand), a shoe brand using such a solution would be notified of
this tweet as data and will have the opportunity to reach out to the user with a marketing
offer: namely, a link to the perfect pair of running shoes. Similarly, if a customer
tweets his satisfaction or concern with a brand, the data will be fed to customer service
and allow agents to address the issue or reach out to the customer with a gesture, such as
a coupon or special offer or simply a thank you in appreciation. Lastly, the solution
allows for continuous insight and analytics that observe topic trends across tweets,
customer service team responsiveness, and generally the needs and behaviors of
customers-all critical to developing strategic approaches to driving brand success.
Vocalcom Social Care gives you all the tools to match ever-loftier customer
expectations, with personalized service that's faster, more efficient and more relevant.
With the new integration, Vocalcom social customer service software for Twitter ensures
that companies may optimize the customer experience while cutting costs, building a brand
asset, and tapping into new sales opportunities.
About VOCALCOM
Vocalcom was founded on the principle of a wonderful user experience, providing a
cloud contact center software based on an innovative design and useful functionality. More
than 3,500 companies such as McDonald's, Disney, and ITV are using Vocalcom to lower their
operational costs, raise productivity, and turn each customer interaction into a positive
business outcome. Loved by 550,000+ users for its beautifully crafted interface, Vocalcom
is a contact center software, easy to try, buy, implement, and use. For more information
about Vocalcom contact center software, visit Vocalcom.com
Marketing Product: Myriam Ghedas, m.ghedas@vocalcom.com , tel: +33-1-55-37-30-50
Photo:
http://photos.prnewswire.com/prnh/20150902/263192LOGO
http://photos.prnewswire.com/prnh/20150902/263191
Photo:http://photos.prnewswire.com/prnh/20150902/263192LOGO
http://photoarchive.ap.org/
Photo:http://photos.prnewswire.com/prnh/20150902/263191
http://photoarchive.ap.org/
Photo:http://photos.prnewswire.com/prnh/20150902/263192LOGO
http://photoarchive.ap.org/
Photo:http://photos.prnewswire.com/prnh/20150902/263191
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Vocalcom
Vocalcom Adds Social Care to its Contact Center Software to Ensure Smarter, Faster and More Efficient Social Customer Service on Twitter
PARIS, September 2, 2015 /PRNewswire/ --
Vocalcom, a leading global provider of contact center software and cloud customer
contact technology helping businesses deliver a seamless and personalized customer service
experience, has announced that it will release shortly its social customer service
solution for Twitter through the integration of Twitter's new ecosystem solutions-a suite
of data products and functionality designed especially for enterprises with the interest
of building the next generation of customer service solutions. With this solution,
Vocalcom cloud contact center software will offer rich context about customers, gain
insights from customer service interactions, and prioritize conversations that need
attention.
    (Logo:
http://photos.prnewswire.com/prnh/20150902/263192LOGO )
    (Photo:
http://photos.prnewswire.com/prnh/20150902/263191 )
This past week, Twitter cited the growing importance of the social platform as a
customer service tool and announced that it had launched an initiative to take customer
service to the next level by creating a suite of data products and functionality designed
to provide companies with the essential tools for delivering optimal customer service. The
suite offers detailed contextual insights about customers, rich analysis of tweets with
internal company data, and advanced metrics to measure brand audience-all while creating a
delightful experience for customers. It's full of real world examples from companies like
Hilton (@HiltonSuggests), Best Buy (@BestBuySupport), Comcast (@ComcastCares), Spotify
(@SpotifyCares), T-Mobile (@TMobileHelp) and Microsoft (@LumiaHelp).
In addition, brands will have greater access to their public tweet archives reaching
back to 2006, enabling them to better understand customers' needs. Twitter further
unveiled the publication of the Twitter for Customer Service Playbook, a guide for
companies with detailed information on the key steps and best practices for using Twitter
to deliver exceptional social customer service. The guide further features numerous case
studies from global organizations that have achieved exceptional customer service success
using Twitter as a platform. According to the guide, there was a 68% increase in the
number of U.S. adults using Twitter for customer service in 2014.
The Vocalcom social customer service solution with the new Twitter ecosystems
integration offers numerous benefits. For one, brands will be able to respond more quickly
to customers at one-sixth the cost of a traditional voice customer service call, or up to
80% per interaction compared to phone calls. Customer service satisfaction is also set to
grow, as the playbook cites that tweets targeted at major brands' customer service Twitter
accounts have increased 2.5 times over the past two years with the potential for 97%
customer satisfaction. Indeed, 85% of customers who have a positive customer service
interaction are likely to recommend a brand to others, and many companies have reported
that Twitter has played a key role in their customer satisfaction feedback.
The real-time nature of the social platform further allows for more efficient,
personalized service as customers increasingly demand 24/7 availability from brands. The
solution also offers new sales opportunities as brands are able to proactively engage
customers, analyzing tweets to better understand customer needs and creating marketing and
customer appreciation opportunities to both attract and retain customers. For example, if
a Twitter user tweets a question regarding finding the best pair of running shoes (not
necessarily directed at a brand), a shoe brand using such a solution would be notified of
this tweet as data and will have the opportunity to reach out to the user with a marketing
offer: namely, a link to the perfect pair of running shoes. Similarly, if a customer
tweets his satisfaction or concern with a brand, the data will be fed to customer service
and allow agents to address the issue or reach out to the customer with a gesture, such as
a coupon or special offer or simply a thank you in appreciation. Lastly, the solution
allows for continuous insight and analytics that observe topic trends across tweets,
customer service team responsiveness, and generally the needs and behaviors of
customers-all critical to developing strategic approaches to driving brand success.
Vocalcom Social Care gives you all the tools to match ever-loftier customer
expectations, with personalized service that's faster, more efficient and more relevant.
With the new integration, Vocalcom social customer service software for Twitter ensures
that companies may optimize the customer experience while cutting costs, building a brand
asset, and tapping into new sales opportunities.
About VOCALCOM
Vocalcom was founded on the principle of a wonderful user experience, providing a
cloud contact center software based on an innovative design and useful functionality. More
than 3,500 companies such as McDonald's, Disney, and ITV are using Vocalcom to lower their
operational costs, raise productivity, and turn each customer interaction into a positive
business outcome. Loved by 550,000+ users for its beautifully crafted interface, Vocalcom
is a contact center software, easy to try, buy, implement, and use. For more information
about Vocalcom contact center software, visit Vocalcom.com
Marketing Product: Myriam Ghedas, m.ghedas@vocalcom.com , tel: +33-1-55-37-30-50
Photo:
http://photos.prnewswire.com/prnh/20150902/263192LOGO
http://photos.prnewswire.com/prnh/20150902/263191
Photo:http://photos.prnewswire.com/prnh/20150902/263192LOGO
http://photoarchive.ap.org/
Photo:http://photos.prnewswire.com/prnh/20150902/263191
http://photoarchive.ap.org/
Photo:http://photos.prnewswire.com/prnh/20150902/263192LOGO
http://photoarchive.ap.org/
Photo:http://photos.prnewswire.com/prnh/20150902/263191
http://photoarchive.ap.org/
Vocalcom