ICUC Recap: HelpSocial Talks Social Media at inContact User Conference

Each year, inContact,  the leading provider of cloud contact center software and workforce optimization tools, hosts an amazing user conference that brings together those from the inContact ecosystem. ICUC, hosted in Orlando, brought customers, partners and analysts together from around the globe to learn and network.  While at ICUC, HelpSocial was invited to present to conference goers on Social Media as a service channel. Both Matt Wilbanks and Hector Leal gave separate talks on the topic. Check out the highlights, along with the the accompanying slides.

Scaling Social Media: Challenges and Opportunities
Matt Wilbanks

A highly efficient and public support channel, executing social care can deliver dramatic payoffs across your organization, such as improved sales performance and increased brand loyalty. Flooded with analyst and industry report, quotes, and stats, businesses hear all too often that social media must become part of their service strategy. Unfortunately, within the contact center, social media can often be seen as controversial and unchartered territory and is often given lower priority. Learn from real-world examples and businesses that have successfully operationalized social media customer service and find out how to integrate social into your overall omnichannel roadmap.

Highlights/Key Takeaways

  • The benefits of utilizing social customer care at scale are vast. From reducing costs, to improving call center metrics and increasing brand loyalty, being responsive via social media has plenty of upside.
  • Scaling social media across the contact center will also come with challenges. In order to have the highest success rate, companies should apply structure to the venture by creating Rules of Engagement for Social Media as well as implementing guidelines for interacting with customers and prospects via social media.
  • Executing a social customer care strategy will require careful coordination of many moving parts. To build trust, appropriate training is imperative. To ensure quality and cohesiveness, choose tools that complement your current systems and processes.


The Next Frontier in Customer Service
Hector Leal

The landscape of the contact center is changing. In this session, Hector Leal further explains that the call center of years past is evolving and brands must keep pace with customers and their ever changing expectations. Being responsive on social media as well as knowing who your customer is when responding is crucial to improving customer experience and keeping customers happy and engaged with your brand.

Highlights/Key Takeaways

  • Social Media Customer Service is a natural consequence of social media marketing. Customers see that brands use social media as a means to communicate and want to engage brands for support issues.
  • The cost of ignoring customers is too great to do nothing. 67% of consumers use social media for customer service. Additionally, the number of customer related tweets has increased 2.5 X from 2013 to 2015.
  • Understanding how social media is handled within your organization, hiring and training the right agents and choosing the right tools are key to operationalizing social media and it’s continued success.

Have questions about social media in the contact center or would like to know more about our work with inContact? Reach out and we’d be happy to talk through the best practices in starting or scaling social media.