Customer services involves social media
Papyrus Software’s digital platform fully integrates with all social media channels – Twitter, Facebook, LinkedIn, etc. You can quickly react to inquiries using enhanced customer data and real-time monitoring.
For example, when a customer complains via Twitter about the service he received, information is taken from the Twitter message and mapped directly into a case within the Papyrus ACM framework. Papyrus Capture capabilities will extract all information from the tweet and classify data that is important to the case.
The customer is responded to using the Correspondence framework to handle the outbound communication. Customer service clerks select from document templates available in the library prebuilt with headers, footers, images and text. The customer can receive the response via multiple channels, including a Twitter message within seconds of the original post.
Social media platforms are continuously monitored to ensure nothing goes unnoticed. With the Papyrus ACM framework, clerks are able to navigate and search social media to identify any messages that may need addressing.
Within the workflow, the user interface will provide clerks with all the relevant information about the case. Using the account name, various details are pulled up from the CRM database and fed directly into the case.
With applications running natively on all mobile devices, enterprise users communicate and take action with direct back-office connectivity.
Does your customer service plan involve social media? Papyrus fully integrates with all channels – Twitter, Facebook, LinkedIn, etc.
in the Cloud
The Papyrus Software platform can run on cloud infrastructure with unlimited scalability with load balancing and fail-over.
Enables flexible, accurate data capture and real-time processing from customer, remote staff or field service devices.