Social Media in the Contact Center, Without Compromise or Disruption

Matt Wilbanks
Aug 11, 2016 · 2 min read

Last year, HelpSocial began working with inContact, to bring our social features into their current platform. We are excited and proud to announce that the hard work has paid off and inContact customers now have the ability to use social media to serve customers from the same user interface as their other communication channels. Check out the joint press release here.

Our partnership with inContact is a great example of how social media customer service can be delivered from the contact center in a brand new, and innovative way. This is a pivotal moment for HelpSocial but also for social customer service as a whole. For some time now, contact centers have been faced with a dilemma: Do they invest time and money to develop a social offering internally, do they purchase something “off the shelf” and hope it integrates with current systems, or do they do nothing? Doing nothing just won’t cut it. Consumers expect brands to be responsive via social media.

Now, with our Social Integration Technology TM , there’s a real choice. Through an open API, the contact center and contact center software providers can pick and choose the social features they want and integrate directly into their current tool. This reduces the need for internal development resources and limits the disruption to the contact center floor since there are no new systems for agents to learn. By going this route, contact centers can continue using systems that they’ve already invested, and easily bring social media into the service processes that have already been operationalized.

This is just the beginning. The partnership we have forged with inContact serves significant validation that it’s not just filling the social gap that is important, but how we do it that matters.

Are you interested in embarking on your own partnership with HelpSocial? Contact us to learn more.

Matt Wilbanks

Written by

CEO, Co-Founder @HelpSocial. I've been known to swim, bike and run. Sometimes all in the same day. Love #TexasBBQ.