Social25 is a service desk solution to manage multiple chats on a variety of social channels. Using Social25 your service agents can chat with your customers via Facebook Messenger, WhatsApp and other social media through one easy-to-use interface. The integration with Salesforce allows your agent to chat with your customers from within the Service Console, having all the information relating to that customer in one screen. Making the customer service experience easier for your agents and better for your customers.
Conversational service is all about having a natural conversation with your customers and being able to help and support them in a way that is convenient for them. The average consumer has a large number of apps installed on their smartphone. To download another branded app to be able to chat with a service agent can be too much hassle. Consumers want to communicate with companies in the same convenient way they do with their friends.
To stay ahead of your competition, you need to offer great customer service and what is better than to do this on the trusted and preferred social channels of your customers?
We are continuously developing the platform and adding the most recent relevant social channel to Social25. More and more companies are serving a global audience, which means they need to present themselves on global platforms like Facebook Messenger, WhatsApp and Telegram, but also on channels that are more often used in specific regions, like Line and WeChat.
Social25 already supports a wealth of the most popular social channels: Facebook Messenger, WhatsApp, Telegram, SMS, KiK, WeChat and Line; we expect to add support for iMessage for Business very soon.
Managing your chats on multiple social channels can get messy rather quickly if you need to open each channel all in a separate tab or windows. Every agent would need at least two or three screens in order to maintain an overview, let alone respond to every incoming message.
That is why Social25 unites multiple chats on multiple social channels in one window, ensuring your agents only need one screen and do not have to switch between different windows. New messages are clearly indicated, and read and received-notifications (including timestamps) are always shown.
Moreover, multiple agents can talk to the same customers, so the conversational service does not need to stop when a shift ends. All chat history is available to all agents at any time.
Service and sales are becoming more and more intertwined. If you are already using social channels to interact with customers, why not let them know certain deals or offers? Conversational commerce lets you upsell opportunities straight away. Using Social25, businesses are even able to take the next step and complete sales through chat conversations. In order to make transactions possible, Social25 integrates with payment services providers.
At Social25 we believe that the right combination between chatbot and service agent is crucial. Where chatbots can answer the FAQ’s, your service agents can focus their attention on problems or questions that are less straightforward. This is where chatbots can become a real asset to your organisation.
However, when the simple questions evolve into a more difficult matter. Your service agents need to be able to jump in at the exact moment, and take over the conversation to ensure a seamless experience for your customers. Thanks to integration with Salesforce, Social25 enables them to do so. Moreover, the Social25 team can custom build any bot or flow, ensuring the best possible service to clients.
Social25 has two flavours; it can be used as its own platform or integrated with Service Cloud. This integration allows your organization to fully leverage the power of the Salesforce platform. If you already use assignment rules or entitlements on cases in Salesforce Service Cloud, this and more functionalities are available right away with the new channels that you enable via Social25.