inContact and HelpSocial Complete Pivotal Social Customer Care Integration

PRESS RELEASE: inContact announces its partnership with HelpSocial, Inc., the #1 integration platform for customer care and social media. The partnership between inContact and HelpSocial will bring social media customer care abilities to contact center agents through a seamless integration with inContact’s Open Cloud Platform.

Contact Centre CLUB

HelpSocial is solely focused on customer service and purpose built to meet the needs of the contact center. The seamless integration with inContact’s Customer Interaction Cloud, as opposed to an add-on social media tool, allows contact center agents to instantly match customer records to social profiles. This unified system offers valuable context to agents and enables them to serve customers faster and provide a higher quality experience. Social media activity is routed directly to an available agent, links into the CRM system and displays customer information related to the social channel interaction. HelpSocial provides inContact customers with a shortcut to handle the demands of social media without disrupting the flow of established support processes.

“Customer service via social media is crucial for companies to connect with their customers and this vital functionality is a key component to a true omnichannel platform,” said Paul Jarman, CEO of inContact. “We are very excited to provide our customers with an easy-to-use social media channel in the cloud through our partnership with HelpSocial.”

The integration of HelpSocial will bring a breadth of new capabilities to inContact customers including:

  • A unified agent experience, allowing agents to view and manage private and public social posts from Facebook and Twitter, merged into the work queue with interactions from all other channels
  • Complex searches for conversations with advanced filtering to eliminate noise
  • Full product coordination for the agent while providing supervisors with detailed access to dashboards and reporting of social media channel activity

“HelpSocial allows businesses to serve customers over social media without disrupting current processes and tools,” said Matt Wilbanks, HelpSocial CEO. “Working alongside a leader like inContact to bring their customers social as a channel is exciting validation for the role social media plays in customer service.”

The increasing reliance on social media channels is highlighted in a 2015 inContact Consumer Research, conducted by Harris Interactive which polled over 2,000 U.S. adults. More than half of Millennials expressed the importance of customer service via social media. Additionally, 60 percent of those polled said that reading a negative customer service review would dissuade them from doing business with that company.

HelpSocial provides a unique integration method that allows the contact center to bring social capabilities into their existing toolset. Its Social Integration TechnologyTM, built on HelpSocial’s open API, allows social features to be handpicked and integrated directly into inContact contact center platform. This flexibility provides new features for contact center agents, without the added downtime of learning a new tool or the distractions of monitoring additional screens. The HelpSocial toolset also includes a web application, encouraging collaboration between the contact center and marketing departments.