Entrada Blog

Cenco Consultancy has developed for its clients a module for the management of contacts via Social Media integrated with corporate systems of the company that allows unified management of contacts with simplicity, standardization and control.

Benefits

The implementation of the Social Media module:

• It allows the integrated management of social media channels, saving time and resources in this process.
• It standardizes the answers to the diverse doubts/complaints of the clients, offering a suitable corporative image.
• It allows to keep track of all the contacts of the clients, thus improving the quality of the attention and the loyalty of the client
• By means of automatic responses, it allows to have the social media channel attended 24 x 7.

Scope

The module, which is natively integrated with the main social networks, unifies and presents the messages received by the company for processing by the "Contact center". Management Panel The Management panel is the main screen of the module, where the user will be able to manage the messages received by any of the defined channels. This screen will be used by both supervisors and Contact Center assistants.   The main functionality of this panel is:

• Reception of social media messages and automatic pre-categorization according to the contents.
• Management on the part of the supervisor: categorization, definition of positivity, assignment, etc.
• Presentation of the messages in a single list with filter options by means, categories, states, etc.
• Management of the messages, including the response and the closing (resolution) of the same. The system presents predefined responses according to the category of the messages
• Social media account linkage with the company's clients.
• Automatic response scheduling
• Interfaces with corporate systems for customer data collection, internal claims opening, sales management, etc.

  Parameterization

• Available channels and corporate social media accounts
• Categories and Message Labels
• Expected response times, productivity, etc (KPI)
• Users and channels
• Interfaces with Corporate systems

  Activity indicators Summary of the activity carried out, classified by social means, date, user, etc.