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Social Customer Service

If you are like us, you are likely to be hearing the increasing roar from prospects, customers, analysts, consultants and bloggers-everywhere who are making the case that customer service is not just for your call center or even your website.

Customer service needs to be offered everywhere your customers and prospects are. Like it or not, they are still spending inordinate amounts of time within social media sites.

Consider the following passage from a recent Forbes issue:

"The rise of social media has shattered the illusion of control and, for many, lessened its desirability. Companies increasingly find themselves revolving around their customers, who communicate in whatever way, is most convenient for themselves. Since many of these ways are public, the line between customer service and marketing has gotten very blurry. For companies that provide responsive, human support-for those that are okay with things being out of their control-this blurriness can be a huge opportunity to create vocal fans that are the more coveted form of marketing. But for the rest of us, it's painful and confusing. These changes threaten existing roles, skills and approaches even as they create new ones. Organizations and people alike are struggling to figure out how to reengineer for a new normal that's fundamentally more chaotic."

Click to read more...

"...Customers want and expect honesty and access in ways that were unusual a few years ago, and customer service policies need to reflect this... ...There are lots of very practical benefits, of course. These include peer-to-peer support, word-of-mouth marketing and viral sharing, instant product feedback, early warning on product or service issues, social knowledge bases, and evangelistic identification."

Virtualyty recognized early on the potential its Web Customer Self Service Concierge Solution could have to fill this void, (especially the Social Knowledge Base element descrbed above) if it could be adapted to live within the very social media sites where people are spending all their time. So our engineers went to work and developed the Social Customer Service Solution (SCSC).

Our SCSC Solution, social media plug-in that enables full Virtualyty platform-functionality to be made available to customers as they browse your fan pages. We support Facebook, Twitter, LinkedIn and Google+. In Facebook, a thumbnail of the avatar is displayed with a text message to indicate they can ask a question. Upon clicking the thumbnail, the Virtualyty client is displayed with a welcome message from the avatar and the option to question the avatar directly or to send an email, to browse the user forums or to look through FAQ's. The system can be configured to allow the avatars to handle all dialogues, or a live chat operator can intercept some of the questions and liaise directly with your customer.

The social media channels are integrated with your web-site based channels, allowing a consistency of response between your web site and your social media activity. Reporting is also common across these environments, enabling trends to be understood and acted upon in both social media and corporate web-site environments.

The end result, your Facebook, LinkedIN, Twitter and Google+ fan pages become an extention of your customer service function. You are able to supply your prospects and customers with the info they need when and where they need it.

Want to learn more? Click on the box to the upper right to schedule a live demonstration. We offer you several options in terms of demo time and we promise to honor that expectation. If you'd like to explore more on your own, click on the links below to see current featured clients.

V1 Vodka Facebook Fan Page.
LaunchPad Advisors Facebook Fan Page.

© Virtualyty 2017