How a Centralized Inbox for Social Media Fixes Your Customer Service

If your digital business is active on Facebook, Instagram, Twitter, WhatsApp or any social media, keeping up with messages can feel like a full-time job and needs dedicated personnel for interacting with customers only. Your team probably spends most of the time switching between tabs just to make sure nothing gets missed with customers. This constant switching and interacting slows down the response times and frustrates many customers. The smartest and productive way to fix such an issue is by using a centralized inbox for social media.

By centralizing all your messages into a single dashboard or system, you can move from basic multi-channel support to omnichannel service that saves the time of your staff.

The Difference of Multi-Channel and Omnichannel

Being on multiple platforms is not the same as omnichannel, as the experience in both platforms are different.

Multi-channel basically means you have a presence on different or multiple platforms, but they operate separately in isolation. A valued customer might complain on facebook, send a follow-up email, and then ask a question on whatsapp. So, If your team cannot see that these messages are from the same person, then they will end up asking the customer to repeat themselves, hence the customer experience is gone, lead is gone, sales is gone.

Omnichannel service actually connects all those touchpoints or socials. It treats the customer relationship as one ongoing conversation, regardless of where it happens on any socials. To do this properly, you just need a single place or platform to view everything.

The Need of Centralized Inbox for Social Media

Managing messages effectively with good retention rate requires the right setup. Here is how putting every socials in one place helps your team work better.

1. Faster Reply Times

Customers expect quick answers and that is not something to be compromised. When your skilled human resource doesn’t have to log in and out of different applications each time they receive a message, they can read and reply to messages much faster. A single interface means fewer distractions and more focused work and it actually increases productivity also.

2. Clear Team Collaboration

When many people share their login details for their social accounts, things can get a bit confusing. Two people might possibly reply to the same message, or everyone might ignore the exact same message assuming someone else handled it already. A centralized and shared inbox can help you assign specific conversations to the right team member. Everyone will know exactly who is taking care of which customer through the dashboard.

3. Better understanding in Every Conversation

A centralized system can let you see a customer's history before you even reply. You can exactly see their past questions, previous purchases, and old support tickets. Having this kind of understanding can help you provide accurate answers immediately, rather than just asking for details here and there, and the majority of time you forget those conversations eventually.

Omnichannel Strategy with TingTing Omni

If you want to stop juggling between tabs and start having better conversations with your customers, TingTing omnichannel can help you greatly.

TingTing helps in bringing your communication channels together so your team can work from one screen. Getting started is a straightforward process. First, you need to upload and review your contacts. Next, you have to craft your content. Finally, you just have to launch your campaigns and begin managing your communication through omnichannel.

With everything connected with tingting omnichannel, you can entirely focus on actually interacting with your actual customers instead of hunting down their messages one by one across different applications.