Why is social media important for customer service?

Social media allows brands to offer instant, personalized support where customers already spend their time. It improves satisfaction, retention, and public perception.

What platforms does UnifyCX support for social media customer service?

We provide support across major platforms like Facebook, Twitter/X, Instagram, LinkedIn, YouTube, and more—wherever your customers engage with your brand.

How does UnifyCX monitor brand mentions on social media?

We use advanced tools and trained agents to track brand mentions, sentiment, hashtags, and messages, allowing us to respond in real-time and resolve concerns quickly.

Can UnifyCX manage both support and engagement on social media?

Yes. We handle direct customer support, general engagement, and proactive brand interaction, ensuring a cohesive and responsive experience.

Is social media support part of an omnichannel strategy?

Absolutely. Social media is seamlessly integrated with chat, email, voice, and other channels, ensuring continuity and context across the customer journey.

CAPABILITIES

Social Media

This is a very personal communications channel, already used for sales and gathering user feedback. Using it to deliver customer service is a natural extension.

There is no question that today’s consumer is plugged in, seldom far away from a smart phone and preferred apps. It’s instant communication among consumers, and between customers and their favorite brands. Our agents will

Engage with customers about support issues or general sentiment

Monitor your organization’s social channels to hear what is being said

Respond to inquiries in real-time, providing the prompt action consumers expect

Social media is a high-retention channel. It is where consumers conduct a great deal of their online activity, so much activity that you may have difficulty keeping up. That’s what we’re here for.