The customer service landscape has changed. While more than 50% of customers still prefer to use the phone to contact a support team, many are also embracing other communications channels. Social media is quickly emerging as one of the most valuable platforms for accessing customer support.

Around 4.89 billion people use at least one social media channel worldwide, and many consider it to be one of the most convenient ways to interact with brands. After all, on social media, there are no call queues, and consumers can send messages to businesses whenever they like.

Since the pandemic in particular, demand for social media-based customer service has skyrocketed, with the volume of customers saying they prefer to use social channels for business contact increasing by 110% between 2020 and 2021.

The challenge for businesses is figuring out how to add social media to their omnichannel customer service stack effectively.

Why Manage Social Media Messages in Microsoft Teams?

Evolving customer expectations and changing workplaces have prompted countless companies to rethink their approach to communication technologies.

Attempting to manage multiple interactions, both internal and external, through a variety of different tools is expensive, time-consuming, and complex. Microsoft Teams, one of the world’s most popular UCaaS solutions, offers a way for companies to combine their UCaaS and CCaaS strategies, aligning employees, communication channels and data.

With a Microsoft Teams contact center solution, companies can transform Teams into a hub for monitoring and responding to interactions across a variety of channels. This not only improves team productivity and efficiency, but it also paves the way for more personalized and effective customer service. With an all-in-one environment, agents can access the support, data, and tools they need to delight their customers on any channel, including social media.

Through integrations with social media platforms, companies can consolidate their WhatsApp, SMS, Twitter, and Facebook conversations with video and voice calls, and messaging tools. The result is:

  • Real time engagement: Microsoft teams can facilitate real-time engagements with customers across social media, by bringing notifications directly into the communication platform.
  • Efficient collaboration: Within Teams, employees can work together on responses, share insights, and leverage unified strategies to address issues.
  • Improved productivity: Rather than switching between multiple platforms, agents can access all of the resources they need to interact with customers in one space.
  • Enhanced reporting: With powerful analytics and reporting tools, companies can learn more about the customer journey, and optimize their CX strategy.

How to Manage Social Media Messages in Teams

Leveraging Microsoft Teams as a hub for interacting with customers across various channels, including social media can drive a range of business benefits. It makes teams more efficient and productive, centralizes communication strategies, and paves the way for increased engagement.

However, handling various social media channels within Teams isn’t always as simple as it seems. Though Microsoft Teams offers integrations with various social platforms, accessing a range of different tools for your strategy can lead to data silos and increased complexity.

The best way to address this problem is to seek out an all-in-one, customizable solution. For instance, Conversant’s C360 SaaS suite offers businesses a comprehensive range of “modules” they can use to enhance the ROI of their Microsoft Teams solution.

Not only can companies access dedicated contact center and Microsoft Teams calling tools, but they can also unlock reporting and recording features, as well as social media messaging capabilities, all from a single vendor. This all-in-one solution provides a convenient way to implement APIs from all of your social media platforms directly into Teams.

With this technology, business leaders can:

  • Create a truly omnichannel experience: Connect with customers across WhatsApp, Facebook Messenger, Twitter, SMS, iMessage, and chatbots.
  • Align contact center tools: Leverage contact center solutions, recording features, and phone systems, all in the same place as your social media messaging technology.
  • Leverage a unified view of customers: With the tools to manage all of your communication channels in one place, you can gain a better insight into the customer journey.
  • Unlock powerful analytics: Built-in reporting tools and visual dashboards provide insights into everything from the number of messages received across channels, to average response times, paving the way for CX optimization.
  • Streamline the workforce: With behind-the-scenes insights, companies can determine how to effectively assign resources to each social media or communication channels.

What’s more, Conversant offers step-by-step guidance and support, as well as a range of complementary modules that can further enhance your Teams instance. Solutions cover everything from Teams calling to interaction recording.

Setting Up the Ultimate Social Media Solution

Integrating social media platforms into your customer service strategy is an excellent way to improve customer communication and relationship management. However, using numerous different tools to align and manage all of your social platforms can be time-consuming and expensive.

A comprehensive social media messaging solution, delivered through a modular platform for Microsoft Teams communication offers an excellent alternative. With the right modular tools, you can enable real-time engagement on the channels your customers use, enhance collaboration, and leverage powerful insights into your employees and customers.

With Conversant’s social media messaging module for Microsoft Teams, companies get a streamlined and secure way to enhance their omnichannel strategy. Every deployment is secured with a dedicated firewall, and setup only takes a few hours. Conversant can even offer step-by-step support with configuration, employee training and software management. What’s more, daily backups are available to minimize the risk of losing valuable communication insights.

“With over 4.89 billion people using social media it makes sense for businesses to communicate with customers using their preferred social platforms. Messaging apps such as Facebook Messenger and WhatsApp facilitate faster communication and enables customers to access businesses from any device.

Integrating your social media accounts into Microsoft Teams with C360 enables your agents to manage all incoming messages in the familiar interface of Teams without having to login to multiple platforms,” says Ben Knox-Johnston, Business Development Manager, Conversant Technology.

Take your customer service strategy to the next level, with a centralized solution for social media messaging management within Microsoft Teams.



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