It seems these days that social media integration is everywhere; you can’t log into anything without it asking to connect to your Twitter (News - Alert), LinkedIn or Facebook account. Of course, that’s not a bad thing at all – it helps users speed up the login process, and connect multiple accounts when necessary. The latest product to feature that is LogMeIn’s (News - Alert) BoldChat Web chat and multichannel, online customer engagement offering, which now features Twitter integration and social media management.
BoldChat Twitter Management is now a part of the standard BoldChat Enterprise edition, available as a free update to BoldChat Enterprise customers. With it, businesses and customer service agents can manage their Twitter interactions with greater ease and efficiency. When combined with BoldChat’s other capabilities, including Web chat, e-mail, and click-to-call, it becomes a single unified tool for customer conversations, covering online and phone-based channels, with a complete view of customer interactions.
With the new capabilities, BoldChat can turn Twitter into a service and support channel with far faster responses. Customer service teams can automatically turn related tweets into a conversation for improved context and responses, while automatically assigning incoming tweets to agents based on their availability, skill, and department. It also provides reports based on Twitter interactions, and lets users manage and respond to tweets from multiple accounts on a single interface.
"Twitter is quickly becoming a go-to channel for customer engagement, but to date, managing these customer conversations has meant trying to turn a social media marketing tool into a customer service tool,” says Steve Castro-Miller (News - Alert), VP of Chat Products at LogMeIn, Inc. “In contrast, BoldChat Twitter management is designed from the ground up for engaging and managing customer conversations. We believe that the right approach is not just adding one more social tool to the mix, but rather giving sales, marketing and customer service teams a single, unified tool for managing all customer interactions, regardless of channel."
Twitter has become the go-to means of trying to reach many businesses for customers, so tools to better handle Twitter interactions are helpful more often than not. I’ve often sent a tweet to a company when frustrated with service or when I have a question, since it can provide much faster responses than “contact” forms on the website, and they tend to be more responsive knowing that tweets are visible to multiple people. BoldChat Twitter Management is sure to be a helpful tool for LogMeIn’s customers who have a lot of Twitter traffic to deal with, helping their agents and customers alike.
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Edited by Rachel Ramsey