Telenet SocialCom – Customer Care in the Social Web
The communications behavior of your customers has changed radically with the creation and use of virtual social networks – and as such the perception of what good service is. You, as a company, have surely responded to this need already. But too often the solution chosen is a combination of manual administration of the company’s own pages and corresponding social media monitoring. What has been missing until now is a systematic, technically integrated solution which supports you and your call center in all phases of social networking – from monitoring to the direct response on the network. Telenet SocialCom fills precisely this gap and offers the full integration of social networks in customer service and contact centers.
| Telenet SocialCom – Your Benefits |
- Higher Customer Proximity
- Customer-friendly Approach
- Reduced Response Times
- Improved Service Processes
- High Case Closure Rates
- Higher Productivity
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- More Efficient Use of Staff
- Minimal Training Required
- No External Support Needed
- No Infrastructure Changes
- Social Media Monitoring Included
- Good Reputation Management
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Social Media Integration – Integrated, Open and Flexible
Telenet Social Com allows you an efficient customer service in the social web. The solution is based on three basic principles:
- Comprehensive approach: Telenet SocialCom is much more than just a monitoring tool, in that it displays the entire communication cycle between the customer in the social network and the contact center agent or employee. Social networks are not only subjected to complex monitoring based on the latest statistical and semantic classification procedures, but the collected postings are also pre-classified according to the issue and passed via the already existing incident management system to the departments responsible for the matter. The agent also responds to systems that are already in place, such as an e-mail program. Telenet SocialCom ensures the forwarding and posting of the answer to the “original” network.
- Openness: With its adaptable interface, Telenet SocialCom can be linked to any existing contact center solution or any available back-end system. Extensive changes to infrastructure are therefore unnecessary.
- Individual approach: The solution is available in various functional areas and can be custom-configured in line with your specific requirements.
HOW IT WORKS – From Listening and Understanding to Processing and Answering
- Listen: Comprehensive monitoring of the designated social networks
- Record: Collection of relevant information
- Analyze: Evaluation and classification of recorded postings
- Understand: Categorization of data in line with internal procedures
- Process: Direct forwarding to exactly the right authorized agent
- Respond: Individually transmitted communication between agent and customer in the respective network via the event management system
- Evaluate: Real time overview via freely configurable Π s
System Integration Services – For a Seamless Integration into your Contact Center
With Telenet SocialCom we adopt an open integration strategy. This means that you can use Telenet SocialCom without any problems – no matter which contact center solution or back-end system you use. As an experienced system integrator, we can help you integrate the application into your existing business processes seamlessly.
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