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Servicing Customers Socially

Simplify360 enhances Social Contact Center solution with advanced automation and prioritization.

Social contact centre

Simplify360 today announced its new list of features with functionalities, to take the existing social customer service to the next level.

Currently, social customer service is being executed in companies with high priority. Social Media has become synonymous with customer service – customers choose social media for raising their complaints and issues.

One of the major challenges for companies is managing complaints on social media and keeping track of the issues. Using existing Twitter or Facebook channels, it doesn’t allow customer service supervisors, the required visibility of the customer service agent’s performance and case details.

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Simplify360’s enhanced priority setting functionalities can enable supervisors to automatically identify and route complaints on social media to concerned customer agents within no time. The prioritization and routing technology of Simplify360 has been built with full customization.

routing and prioritisation for customer service

Rohit Gupta, CTO and Co-Founder of Simplify360 stated, “Prioritization, Routing and Queuing form the backbone of any good social CRM system, the performance of the solution directly impacts the resolution time of agent and hence a better ROI. With this enhancement, we are one step closer to the Social Media Contact Center Solution we have envisioned.”

“This is one major addition to the existing solution that increases performance of Call Centers, while improving the experience for customers. Our mission is to make every bit of customer complains heard, while controlling the frauds and unwanted criticism.” says Bhupendra Khanal, CEO and Co-Founder of Simplify360.

Khanal added, “Having over 10 major Software Integrators and BPO companies as clients and partners, we are focused on making every bit of customer service social. Simplify360 Contact Centre is the solution for companies wanting to go absolutely social”.

Simplify360 has been continuously enhancing their Social Contact Center solutions to bring new features but also at the same time be able to integrate with existing legacy systems. This has been the biggest advantage for companies to get on board with social customer service. In addition to providing technology to the companies, Simplify360 also makes sure that the teams are trained with the technology and the best practices on social media.

About Simplify 360: Simplify360 is a leading social business intelligence company. The company presence in India and the US, and have partners in APAC and Europe. The product is sold  across100 countries directly or through partners. Simplify360 provides integrated enterprise solutions; their latest offerings are Social Marketing Suite for agencies, Social Contact Center for BPOs and Social Command Center for Enterprises. It enables businesses to perform Online Reputation Management, Customer Service, Community Management, Social Media Research & Brand Auditing; Online Sales Lead Generation, and Consumer Sentiment Analysis. Simplify360 is the fastest growing company in the industry and is invested by Amvensys Capital Group.