Social Customer Service
Engage with your customers through social media
Interact through WhatsApp, Telegram, Facebook Messenger, Instagram and X as part of the omnichannel strategy in your Contact Center.
Respond quickly and consistently
Timely monitoring of mentions of a brand or a company’s products on social media can make the difference between creating loyal customers and viral disasters
Act intelligently
EVOLUTION can query your CRM or other information systems to determine customers’ contact preferences, permissions, importance and other vital details to determine which communication channel is best for contacting them.
Interact proactively
EVOLUTION automatically detects when customers reach out to you on social media to request service, ask questions or report issues, and routes those queries to the agent best placed to deal with them.
Agile and personalized communication
Connect through the world’s most popular platform
Reach 2 billion people in more than 180 countries
Establish fluid communications through the app used by millions of people around the world.
Wide range of functions
Take advantage of built-in features like quick replies and enrich communication with photos, videos, and more.
Official API
We work with an official WhatsApp Business API provider that hosts the data in their data centers. The API is GDPR compliant and secure with WhatsApp end-to-end encryption.
Telegram
Maximum data protection for the most demanding customers
Sensitive transactions
This app is chosen as the main communication channel by millions of people, due to its high security and data protection.
Hundreds of possibilities
From one-way communication to marketing, advertising and segmentation campaigns. Send audio, text, images and videos to facilitate the conversation.
100% connected
With Telegram, your Contact Center will be prepared to receive queries in case WhatsApp or other channels fail.
The social network where your customers are
Increase engagement with your millennial and centennial customers.
Close more sales
Did you know that 80% of users decide whether to buy a product or service after a search on Instagram?
Multimedia communication
Send and receive messages, images, videos and audio for fluid and close communications.
Build your brand
Instagram is the queen of brand communication. Take advantage of this channel to sell but also to build community.
Facebook Messenger
Trust, track record and reach
Facebook has more than 1,300 million users, and many of them take advantage of this platform to contact companies
Automatic replies
Don’t keep anyone waiting. Set up automatic replies to guide your customers through the next steps.
Information available for the customer
Take advantage of this social media channel to provide quality information, such as time schedules, products, answer FAQs and more.
X
Quality interactions and support
Control all the interactions on the most chosen social network for Customer Service from the same software for Contact Center.
Respond to all kinds of messages from a single Contact Center platform
- Preferred touch point for those who seek to solve a problem or answer questions
- EVOLUTION allows you to process all the tweets resulting from a X search (hashtags, words, users, ...).
All the benefits of social messaging in your Contact Center
Reduced interaction time, more natural conversation, attention to several customers at the same time... are just some of the advantages of Social Customer Service.
Download Datasheet about Social Customer Service
