Aspect Software, a provider of next generation customer contact and enterprise workforce optimization, announced the launch of “Aspect Social,” a cloud-based offering that aligns interactions organizations have with customers on Facebook, Twitter, blogs and online communities with their overall customer contact operations.
Through this online solutions, companies can move beyond passive social channel monitoring and delivering ad-hoc responses, to empowering contact center agents to expertly act in a disciplined, timely way on inquiries or comments in the social sphere or even proactively engage customers in anticipation of disruptive events such as power outages or travel delays.
“Most companies today simply monitor social media conversations on marketing campaigns or promotions on the social web, sometimes responding to them but, more often ignoring them,” said Jim Freeze, chief marketing officer of Aspect. “However, as customers increasingly turn to social networks for customer service response and interaction, organizations need to embrace social media as a vital, two-way channel that can amplify their ability to deliver a differentiated customer experience.”
By aligning social customer care with the metrics and processes proven to work in the contact center infrastructure, Aspect Social enables organizations to turn social monologues into productive dialogues that grow customer loyalty, he said.
This alignment is something organizations are calling for, as 58 percent of customer service strategy decision makers see managing social media inquiries as their top challenge and just 4.6 percent say their ability to measure the overall impact of social media is excellent, according to recent studies.
Aspect Social provides contact centers the ability to identify, prioritize and route customer service-related social media to the right contact center agent and measure the effectiveness of their response.