Social Channels Bring In New Leads
Five9 Social delivers advanced social media capabilities for customer service and sales organizations. Reach peak efficiency and get the tools that you need to manage social engagement based on your most critical key performance indicators (KPIs).
Five9 Social empowers customer care agents to respond to problems and issues posted on social channels like Facebook, Twitter, YouTube, blogs, articles, and online communities. Designed for the specific needs of contact centers, Five9 Social enables your team to respond to the social posts that matter most, while allowing you to manage social care based on your traditional contact center KPIs and service-level agreements (SLAs).
Five9 Social provides agents with tools to increase efficiency. Agents can sort queues by last-in-first-out or first-in-first-out, date range, sentiment, business issue, disposition, and relevanace. They can search for posts by a particular author and view a customer’s post history along a panoramic timeline. Five9 Social provides agents with pre-approved responses to commonly asked questions and uses business rules to guide agent response using “next best actions”.