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Mobility applied to the contact center operation: Social CX App
In today’s business landscape, contact center management and administration has undergone significant transformations. These changes are a necessary response to the increasing digitization of interactions and the demand for greater flexibility in agent location and infrastructure.
Moreover, it is not surprising that smartphones already have an overwhelming presence among Ibero-American users, with an impressive 90% adoption rate according to Statista, 2023. This statistic opens a window of opportunity to expand agents’ access to customer service platforms, taking advantage of the cost, mobility and resource advantages offered by these devices.
In addition, it is important to consider that the most user-friendly and expeditious native form of use for mobile device users are applications (apps). These generate user experiences that are better suited to the tools of smartphones: screen size, connectivity, usability, etc.
Thus, we enthusiastically present the OneMarketer Social CX App 🎉, an innovative solution designed to streamline both the availability for users and the efficient allocation of attention to agents.
Highlights of the application include:
- Channel integration: agents can receive inbound messages from various sources, such as social networks, websites, chatbots and ads, directly on their mobile devices.
- Immediate assignment: The app allows for the scaling of available agents according to your contact center policies, which is essential in the face of sudden surges in demand.
- Seamless experience: Agent accessibility is no longer limited to a desk. Now they can provide care from anywhere.
With the OneMarketer Social CX App, we are redefining the way customer care is approached in the digital age. In addition, the app offers a variety of convenient features, such as the ability to interact via text, send images and files (PDFs), and perform key actions such as closing cases or pausing availability.
This innovation allows not only your work force, but also your service force to be mobile. This opens up the possibility of generating a mobile and/or backup service force in the event of variations in the demand for service.
We are at your disposal to explore how our solution can empower your operations and increase customer satisfaction. Contact us today at firstname.lastname@example.org and find out how we can help you take a step forward in the world of digital customer care.
At OneMarketer, we’re committed to customer service excellence and constant innovation!