{"id":12669,"date":"2021-12-21T11:49:09","date_gmt":"2021-12-21T10:49:09","guid":{"rendered":"https:\/\/icr-evolution.com\/?p=12669"},"modified":"2021-12-16T18:43:40","modified_gmt":"2021-12-16T17:43:40","slug":"the-importance-of-integrating-social-media-in-your-contact-center","status":"publish","type":"post","link":"https:\/\/www.icr-evolution.com\/en\/blog\/the-importance-of-integrating-social-media-in-your-contact-center\/","title":{"rendered":"The importance of integrating social media in your contact center"},"content":{"rendered":"

Why integrate social networks in your contact center?<\/strong> At this stage of the game, few doubt the important role that social media play in our life and our day to day. According to data from Hootsuite’s 2021 digital report,<\/a> 80% of people in Spain are active users of social media (37.4 million spanish people)<\/strong>.<\/p>\n

And we are not only speaking of them as a communication channel between users but as one of the most powerful communication channels for companies to interact with users<\/strong>. Facebook, Instagram, Twitter or WhatsApp (not forgetting email) have become the preferred channel for sectors of the population such as millennials, who are more demanding with companies and who require greater fluidity and agility in conversation or\u00a0 inbox.<\/p>\n

In this post-pandemic context in which companies provide a much more direct service to their potential customers<\/strong> (or this is what they should do if they do not want to see users’ purchasing decisions reduced), integrating social networks in your contact center is essential<\/strong>. Do you want to know more? Keep reading!<\/p>\n

 <\/p>\n

Why integrate social networks?<\/h2>\n

We recently told you that using applications or tools such as WhatsApp Business as a customer service channel<\/a> offers companies a wide range of possibilities when it comes to automating, organizing and responding quickly to their messages.<\/p>\n

Integrating Social Media in your contact center greatly benefits the Digital Customer Experience<\/a> <\/strong>on the networks for different reasons:<\/p>\n