8×8 Partners with Conversocial, Adds Social Customer Service to VCC
8×8 (EGHT) is working with social customer service solution provider Conversocial to help businesses improve their customer satisfaction levels.
The San Jose, California-based cloud contact center, unified communications (UC) and collaboration service provider has partnered with Conversocial to ensure businesses can use its Virtual Contact Center (VCC) solution to support customer interactions on all channels, including social networks.
“To meet customer expectations, organizations must ensure that they have a well-planned, resourced and executed social care strategy that’s fully integrated into the contact center,” Conversocial CEO Joshua March said in a prepared statement. “We’re excited to partner with 8×8 to allow organizations to meet customers on social media channels and provide personalized service that builds customer loyalty while increasing operational efficiency.”
8×8 said its partnership with Conversocial will allow companies to:
- Assist customers on social networks such as Facebook and Twitter
- Leverage automation, collaboration and prioritization tools to better respond to customer issues
- Move customer conversations from social networks to a private chat, email or phone call
“We are very excited about the potentials of partnering with Conversocial,” Max Ball, product marketing manager of 8×8’s contact center division, told Talkin’ Cloud. “Together, as a cloud-based offering, we can provide assistance to any department or employee in any organization interested in better serving its customers. This can be on voice or other traditional channels such as email or chat via mobile or social interactions.”
What does the 8×8-Conversocial partnership mean for businesses?
VCC allows companies to streamline their customer service, 8×8 said, and integrate their customer service representatives and locations into one unified virtual call center.
Ball noted Conversocial provides connectivity with many different social networks, and businesses now can leverage VCC to bolster their customer interactions via social media.
“When companies want to bring all customer interactions including social into the contact center, we can support them,” he said. “When different departments are responsible for different aspects of the customer conversation, we can support them as well.”
8×8 offers UC and virtual contact center solutions to more than 40,000 organizations worldwide.
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