Engage Customers on their Channels
Engage with your customers through an interface they are already comfortable and familiar with. Meet your customers where they already are by adding social messaging as a contact channel choice.
Consistently Serve Your Customers with Social Messaging
Social messaging provides many of the benefits of social media, but without the challenges. It’s private, so you don’t have to move sensitive conversations to more direct channels. Unlike telephone calls or live chat, social messaging is asynchronous, so conversations persist if a customer leaves the website or gets disconnected. Plus, there’s always a record of previous exchanges. Social messaging is also mobile-friendly and supports various types of multimedia.
Meet Customers Where They Are
Five9 Omnichannel makes it easy to deliver seamless customer journeys to provide an exceptional customer experience.
Natural language processing mines the text of social messages to identify business issues, sentiment, and value,prioritizinges the messages. Intelligent omnichannel routing then delivers the message to the best agent for the issue.
Unified Agent Experience
Agents use a single interface for all chat-based communication channels including social messaging applications, websites, and text/SMS. Using a common interface increases productivity and reduces training requirements for new hires.
Due to the pandemic in 2020, RoundPoint created a specific COVID-19 support page, receiving tens of thousands of interactions through Five9 Visual IVR, and set up between 48,000 and 55,000 forbearance plans in just one month.
Manage Your Social Channels
- Respond promptly and consistently to social media mentions
Protect Your Brand
- Prevent social incidents from escalating out of control
Respond to Customer Needs
- Improve the social customer service experience while collecting customer feedback