Customers today want convenient experiences. They expect brands to quickly and personally engage in their channel of choice, eliminating the problem quickly. Brands that meet these expectations are rewarded with customer loyalty. Those that do not struggle to retain customers.
But how can businesses scale customer service to meet customer expectations? Delivering personalised customer experiences, quickly, consistently and at scale is difficult enough, but what happens when brands need to provide service over Facebook, Twitter and WhatsApp to compete?
There is a better way. Salesforce partners Social25 and DigitalGenius are teaming up to give Salesforce Service Cloud customers the platform to manage conversations at scale. Social25 enables real-time social direct messaging conversations in Service Cloud so brands can interact with customers immediately, cutting down reply times.
With DigitalGenius brands can add a layer of artificial intelligence to the Social25 direct messaging app, which recognises repeatable queries and automates the process and response so that conversations are fully resolved without an agent.
As part of the partnership, Social25 and DigitalGenius are already providing a joint solution to KLM Royal Dutch Airlines, and will be releasing a demo in the coming weeks.
Social25 is a social messaging solution that allows businesses to connect with their customers via popular direct messaging apps such as Facebook Messenger, WhatsApp, Twitter, WeChat and other social channels. No matter what your business, your customers are used to quick and easy communication with their friends and with their favorite brands. Social25 integrates with Salesforce providing your service staff with all the customer information and the chat window in one screen. This helps to increase efficiency, decrease handling time and grow customer loyalty.
DigitalGenius is the AI platform that puts your customer support on autopilot by understanding conversations, automating repetitive processes and delighting your customers. The platform is powered by deep learning that understands your customers’ objectives, then drives automated resolutions through APIs that connect seamlessly to your own backend systems. This is the practical application of AI that delivers the concrete ROI you’ve been waiting for.