OnviSocial™ is a Managed Service Program that captures social media
information for capture, analysis and improvement specifically designed
for contact center environments. Social media outlets such as
Facebook, Twitter, LinkedIn, YouTube and many others, are service
channels that allow conversations and information sharing to take place
in a public venue. Social media sites give users a certain amount
of power to foment change especially when consumers are
disgruntled. OnviSocial turns your call center into a “Socially
Enabled” contact center to proactively and reactively handle
public, social media comments and remarks about your business, products
Most companies are still struggling to understand how to use social
media outlets and a correct balance in their social interactions.
On the plus side, social networks offer a huge opportunity for companies
to extend their brands in a positive light by joining social
conversations in a respectful, permission-based, and most importantly,
transparent manner. Another benefit is the ability to leverage
social media to identify any potential issues and begin corrective action
before they turn into a crisis. Using the right tools for listening
and monitoring online events, you can identify and categorize potential
service and other issues.
OnviSocial gives you the ability to have insight into social comments
that will help you to understand consumer intentions. OnviSocial lets
you take these social issues into your customer service system and help
you quickly prioritize and act responding through the same social
channels for prompt problem resolution.
How does OnviSocial work?
- Posted social remarks and comments discovered and collected
- Social posts integrated into OnviSource's Unified and
Automated Data Technology.
- Profiles created based on customer sentiments.
- Profiles can be made available for contact center
- Agents can engage proactively contacting customer, or via
social media engagement.
- When call arrives agent is presented with info and engages
- Customer is satisfied and remains loyal; retained customer,
maintained reputation, enhanced brand, upsell opportunities.
Simply maintaining active streams of informative content on social
networks doesn’t translate to the ability to provide social
customer service and the active follow-up and response to
customers’ questions and concerns. In many ways, it’s
the difference between owning a telephone and answering it when it
OnviSocial is part of the OnviCenter
7 Suite and supplies the missing link. By listening and capturing
public sentiment and identifying customers at a point of need, OnviSocial
can dramatically reduce overall costs and improve customer satisfaction
and turn your call center into a “Socially
Enabled” contact center.