Social Media
ice Contact Center integrates with your social media accounts so that customers can reach you anywhere while agents handle all social media interactions on the same familiar platform.
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Benefits
Reach your customers where they want.
Enhance both customer and agent experiences by allowing social media interactions to be conveniently handled directly within ice Contact Center.
Increase customer satisfaction by offering more communication channels.
Give customers the option to reach you in the way that works best for them by integrating your social media communications with ice Contact Center. This gives customers the flexibility to conveniently reach you from anywhere on any device with an internet connection.
Reduce time and cost spent on agent training.
While adding a social media integration allows customers to reach you on new channels, agents still handle these interactions on the same platform that they handle other text-based interactions on. This means that organizations don’t have to spend time and money to retrain agents on new platforms if they want to add social media capabilities.
Increase productivity and response rates.
By integrating your social media accounts with your contact center, you ensure that all social media interactions immediately come directly into the contact center platform. This means that agents don’t have to waste time navigating between different applications and customers don’t have to wait for someone to check the organization’s social media accounts before they get a response.
Features
Handle all interactions in one place.
Frequently Asked Questions
Everything you need to know about a social media integration
A contact center social media integration is a connection between your organization’s social media accounts and contact center that allows for social media interactions to be queued and handled within your contact center.
ice Contact Center supports integrations with a number of social media platforms, including Facebook Messenger, X’s direct messages, WhatsApp, WeChat, Line, Telegram, and Viber.
Contact center social media integrations provide many benefits to both customers and agents. For example, they offer flexibility and convenience to customers while reducing training needs and navigation between windows for agents.
CUSTOMER SUCCESS
What our customers say about us
The customer service and technical assistance at ComputerTalk have been exceptional.
Christine Morrow
Contact Center Manager at Sunshine Coast Credit Union
The ComputerTalk team is great! The account team is very engaged and meets with us monthly to review any concerns, discuss potential changes, and review user feedback.
Doug Lamb
Administrator of WCLC Telephony System
ice Contact Center for Microsoft Teams completely ties into email and everything Microsoft 365 offers. All the hooks for our entire ecosystem are there. Where before it was 3 or 4 systems you had to work around in, now it’s all connected.
Randy Robbins, Director of Information Technology
Bob Barker Company
ComputerTalk’s greatest benefits are its consistency and its ease of use. Knowing what we are getting and getting it every day.
Clinton Taylor
Business Systems Analyst, NT Power
The greatest thing about iceAlert is its flexibility in meeting the specific needs of our hospital.
Patricia Fueta, MScN(c), BScN, RN, Manager: Health Information Technology
London Health Sciences Centre
The accessibility of the [ice Contact Center] system from home with no program downloads or special equipment made this a widely adoptable solution.
Matthew Wright, Associate Director of Events
BC Children’s Hospital Foundation
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Find out how ComputerTalk can help you integrate your social media channels into your contact center.
Request a demo to learn more.
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