HelpSocial, the #1 platform for integrating social media and messaging apps in the contact centre, will demonstrate its integration with the Genesys Customer Experience Platform at CX18, the industry’s premier customer experience event. Taking place May 1-4 in Nashville, Tennessee, CX18 is presented by Genesys®, the global leader in omnichannel customer experience and contact centre solutions.
HelpSocial will be set up in the Partner Pavilion at CX18 to demonstrate the capabilities and use cases of the social customer care service. The integration allows service agents to help customers in social networks from the same PureCloud® interface they use for other channels. This allows a business to provide a consistent service experience across all channels, from a single user interface, and take advantage of the cost of service reductions associated with digital customer care.
“We’re very excited about announcing the technology partnership with Genesys and launching the integration from CX18. This is why we started HelpSocial – to provide enterprise level social customer care abilities to businesses in a way that doesn’t require them to use a separate, siloed, social management tool to track and engage social customers. Adding our features into an agent interface that’s as easy to use as PureCloud enables agents to help customers faster and provide a higher quality of service. We’re thrilled to partner with Genesys and provide joint customers a simpler way to manage and serve consumers via social channels,” said Matt Wilbanks, CEO of HelpSocial.
The integration between HelpSocial and Genesys Customer Experience Platform provides streamlined social customer service capabilities within the PureCloud agent interface. Included, is HelpSocial’s Omnichannel Intelligence service, which allows organizations to connect CRMs and customer information databases for instant social customer recognition. It also displays relevant contextual data to the agent with the inbound social comment. This increases the opportunity for a first contact resolution and dramatically reduces handle time.
Pricing is based on usage – not per agent or seat. This keeps the cost per conversation extremely low. Because there are no per agent fees, this allows for a greater number of agents to have access for handling social issues, which reduces response time and improves service quality.
“It’s exciting to see App Foundry partners such as HelpSocial leverage the Genesys Customer Experience Platform in creative ways by building integrations like Social Customer Care that enable businesses to efficiently serve consumers,” said Jim Kraeutler, vice president of the ISV and Technology Alliances for Genesys. “We are proud to have HelpSocial and other App Foundry partners contribute to an exciting agenda at CX18 focused on helping organizations harness technologies that enable a highly responsive, predictive and fully contextual customer experience.”
The HelpSocial integration for PureCloud is now available on the Genesys® AppFoundry, a dedicated customer experience marketplace.