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Blog
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Social CX: The multichannel solution to expand and improve customer service
Dissatisfied customers can be costly for any business. According to a study conducted by Esteban Kolsky, 72% of dissatisfied customers shared their bad experience with six other consumers by not receiving timely attention. Therefore, it is essential to provide an accessible, fast and close response to generate new users and keep existing ones.
In this sense, the Social CX tool can be a great help in meeting these objectives. It is a multichannel solution that allows you to expand customer service to various digital channels, such as emails, social networks or even the company’s own website. Here are four of its main benefits:
- Expands the role of the agent from voice to digital to maintain the quality of service in user interactions for attention or queries. This means that agents can provide personalized attention through different digital channels and maintain service quality regardless of the platform used.
- It has multiple service channels, which increases the company’s reach capacity. This allows customers to communicate with the company through the channel that is most comfortable and convenient for them, which in turn increases customer satisfaction.
- Empower your agents by moving from one-to-one to multi-user support while freeing up resources and accelerating response rates. By allowing multiple customers to be served simultaneously, agents can handle more requests and inquiries in less time, resulting in greater customer service efficiency.
- Incorporate multimedia interactions with eye-catching elements such as emojis, stickers or other file types to enhance the user experience. By offering multimedia interactions, Social CX allows customers to express themselves more effectively and enhances the user experience by making it more engaging and personalized.
In short, Social CX is a tool that allows you to expand customer service to various digital channels, increasing efficiency and customer satisfaction.
If you are interested in learning more about this tool, please do not hesitate to contact us at info@onemarketer.net
