Twitter can now be integrated into your contact centre, with new software from IPscape allowing tweets to be responded to by your customer service representatives in a timely fashion.
According to IPscape, tweets to a customer service Twitter account can now join voice calls, emails and SMS messages in a single communication queue into the contact centre. Using the IPscape technology contact centre managers can assign specific people to respond to tweets in the queue.
Simon Burke, CEO at IPscape, says that Twitter has progressed well beyond the fad stage and is increasingly being used for customer service rather than just selling to customers.
‘While many seek to “sell” using Twitter, customers are already turning to Twitter for customer service and this is only going to increase. By sheer volume it will quickly move beyond being able to be managed by marketing and PR types. Ultimately existing experts in customer service, those in the contact centre, are perfectly placed to interact via this new channel.’ Said Burke.
The tweet functionality is offered as part of the overall IPscape contact centre solution, available on a pay-as you-use basis. With just a browser and business-grade broadband connection, clients have a complete inbound and outbound contact centre that easily scales to meet business needs and call or tweet volumes.
“As an integral part of the IPscape contact centre, tweet statistics and measurement are now visible to managers,” commented Burke.
“Now management can compare inbound communication channels to better understand the drivers behind improving customer service and the time demands of a Twitter interaction channel.”
The IPscape Twitter technology enablement is in limited beta to selected organisations with general availability in the next few months.