The importance of social media for call centers

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As a veteran channel, the telephone has been an effective solution canada whatsapp data for companies to communicate with their customers and offer them a direct and fast customer service for several decades. However, the evolution of technology and digitalization processes have forced it to adapt on many occasions, because its uses and possibilities today are very different from those of 20 or 30 years ago.

This is why the concept of Call Center as the center of telemarketing activity was expanded during the 90s - and later - and evolved into that of Contact Center . In some cases, the telephone was no longer the only means of communication used and was complemented by others such as email, messaging services, video or those that today focus all our attention: Social Networks (RRSS) .

In this article we want to talk about the importance that Social Networks have recently acquired for Call Centers and how the synergy between both can be very beneficial for the development of marketing campaigns and companies' businesses.
- Offer quick responses and reduce wait times , because, unlike the telephone, they do not require both people to be available to move the conversation forward.

- Create a recognizable meeting point , since each user will only have to search for the company's profile on their favorite social network to start the conversation; while the company will also be able to contact them if necessary and will not interrupt their work, unlike what happens with phone calls.

These are some of the advantages that directly affect the user and that also contribute to improving the image of the Call Center that is present on Social Networks. But they are not the only direct benefits for the company, because the aforementioned platforms can also become an important source of information. We are referring to all the metrics and monitoring possibilities that they offer , since by interacting with users, data and statistics are generated that can later be tremendously useful to refine the marketing plan.