Social Media Management CRM for Contact Centers

[Carla_Dawson]

Hi Everyone,

I have a client (Contact Center) that is looking for great social media communications management software. I know this seems a little bit off topic for MOZ but Contact Centers these days are managing big company social media and this expected to grow.

Thanks

Carla

[TomRayner]

Hi Carla

If they have the budget for it, I've found Radian6 to be an absolutely brilliant piece of software.  It's a social media monitoring tool that, when combined with the Engagement Console, allows you to monitor social media interaction, assign posts/tweets to users, track communication, prioritise tasks, setup automatic macros and of course reply from within the software.

[Carla_Dawson]

Hi Tom,

Thanks for the tip. The contact center is looking for social media software that will help them be more efficient with their responses to typical and repetitive communications. In other words, the software would suggest how to answer a question that came in from Facebook based on previous responses to similar questions. It would almost be based on semantics. They are looking at becoming more efficient. Do you know if Radian accomplishes this? The Contact Center currently uses Hootesuite.

Thanks

Carla