That’s the equivalent to 90 years of HD video. Or 530 million songs. Or billions of tweets, texts, and posts. And that’s every day.
This deluge of data and is so colossal that it’s changing how we communicate with each other and in the customer service arena, it has led to consumers demanding that brands be both more robotic and more human, and companies are struggling to find the balance.
Brands are asked to be more robotic because consumers expect instant, seamless customer service. Consumers are accustomed to web chat, messaging platforms, next-day delivery, and free returns. They expect instant resolution, and they want it on social.
At the same time, these consumers feel less connected than ever before. Brands have built up hefty self-help portals, voice-recognition software, and automated replies to handle the demand which leave customers absolutely craving human interaction. It’s the “I just want to speak with a person!” refrain.
Thusly, consumers both want a person, but they want that person instantly and they want the right person.
There are two ways for your brand to meet their needs: either hire a literal army of customer service agents so that everyone gets their own agent, or, intelligently apply automation into a man-plus-machine hybrid that captures the best of both worlds.
And that’s where Conversocial’s “Play” feature comes in.
Play uses intelligent automation to act like a hyper-effective switchboard operator, routing social customer service issues automatically and resourcefully. These issues get grouped (if they are multiple messages from the same customer), channeled to the agent with the most relevant experience, and displayed in a single, personalized, and prioritized queue.
It’s able to do this with a lot more than just keywords: it understands context, and the proficiencies of everyone on your team so that it can route customer support issues to the right person at the right time.
The result? Your human agents can be everywhere with automation-like speed. The Play feature lifts the right signals from the vast sea of big data noise and your agents can resolve it all with the precision of, well, people.
This is the future of #SocialFirst customer service: platforms that scale. With them, no matter how many libraries of congress-worth of customer complaints get logged, you can just press “Play” for near-instant resolution.