Norwich based outsource contact centre, OpenContact, have extended their list of services by launching a ‘Social Media Message Management’ solution.
Already handling the email communication for many clients, OpenContact now handle direct messages or reviews received via Facebook, leaving the client’s in-house teams free to handle the public facing comments. The first client to take up the service is Airspace who recognised that the younger demographic they were targeting was more used to connecting via social media than phone or email, and they needed help to handle the volumes of messages being received.
Fiona Temple, OpenContact CEO, said “We are already managing customer emails for many of our clients, so it made sense to offer a similar service via social media to provide our clients’ customers with another way to get in touch with non-urgent queries. We also love knowing that we are making a difference to our clients by taking even more customer interactions off their hands, freeing them up to focus on other areas.”
