Social Engagement

Social Media and the Customer Experience

Social isn’t simply a megaphone for customer opinions. Consumers expect to be engaged by brands they follow on channels like Twitter - especially when asking a question or posting a complaint on a social network.

Augmenting social care with Social media software automation can prove to be a strong competitive advantage by improving your ability to quickly engage followers, identify opportunities and defuse problems. Whether through self-service or live agent assistance, Aspect can help your business manage social customer engagements in a coordinated and differentiated way.

Socially connect with your customers
Aspect can help your business participate in social interactions in a cost-effective manner using proven contact center efficiencies. It provides you with the ability to engage with customers who are already leveraging social media to ask for help, guidance and assistance with any issue that is having an impact on their customer experience.

Our social media software provides the ability to engage social customers in their preferred social channel, which is a channel that a majority of CEOs (57% agree) expect to be a primary way of engaging customers in the next 5 years. These customers may be tweeting at any time – while making a purchase decision, while in a store, or while interacting with other potential customers of yours.

Rather than just listening to social media, organizations can take constructive action on the requests for service which are already happening within the social sphere. This level of engagement can grow customer loyalty and minimize churn, as almost 90% of customers are less likely to purchase from those who ignore their request on Twitter. Unique real-time capabilities ensure that the contact center agents and others engaged in social customer care can respond and customers get the help they need, at the most critical time, through the channel they’re using.