Hodusoft, a division of global VoIP tech leaders, Ecosmob, announced integration of Instagram in its call center software. Speaking on the occasion the company’s VP said, “Social media is the buzzword when it comes to communication and interaction these days. Instagram is primarily an image and video sharing site but it also offers rich interactive features. This newest addition to Hodusoft call center software platform will permit better marketing, service and customer engagement.” The update is being pushed out to existing users free of cost while new signups to Hodusoft’s CC software will find it integrated along with Twitter and Facebook. More such social media integration is on the way for 2019 according to the VP.
How does Instagram integration help in omnichannel call center performance improvements? Responding to this he said that Hodusoft omnichannel contact center solution permits agents to get alerts about relevant products or service and then respond through the same channel or take it up on a video chat or phone or email. The conversation becomes threaded and interactive with speech and images as may be needed. This adds a personal touch, speeds up operations of agents and delivers delight to customers who least expected interaction through Instagram. A spin off is that such conversation may be viewed by others and it creates a positive impact. Instagram supposedly has over one billion active users and its integration into the call center software certainly leads to customer satisfaction and loyalty. Add to this the seamless availability of Facebook and Twitter and one can see how the possibilities of seeding positive experiences across channels can be of immense benefit.
Apart from responding to customer posts on Instagram, Hodusoft’s contact center solution will permit creation and management of Instagram accounts on behalf of their customers to better improve branding.
As matters stand Hodusoft CC software is one of the most full-featured and versatile hosted solution that can be used by contact centers and enterprises alike. Social media integration further boosts the existing features like smart IVR and video chats for a more personalized engagement and even share documents or make presentations during the chat. The analytics feature lets call centers derive intelligence on a broad basis as well as specific to Instagram performance. Since it is a hosted package this gives freedom to call centers to recruit remote agents and freedom to agents to perform duties even when they are not in office. “Imagine a customer conversation initiated on Instagram and then seamlessly switched to video chat with speedy resolution,” he said. The who experience becomes a delight for the agent and the client.
Hodusoft is the best choice for hosted, out-of-the-box call center software with latest tech since their technology is always future-proof and it is backed by total support at all stages.
Contact centers and enterprises looking for hosted contact center software may get in touch with Hodusoft on 91 79 48939393, 1-707-708-4638, fill in the web form or chat live on http://hodusoft.com/