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Soundbyte: What are the Popular Social Channels that Businesses Should be Using? (2:24)

Webinar soundbyte from full webinar: RingCentral: Engage Digital Contact Center Demo


  • Christopher DeLeon, RingCentral
  • Chris Frey, Converged Technology Professionals
0:00 / 0:00



Video Transcription

Chris Frey: When we talk about all these different channels. And, you know, as the as someone in my 40s, I'm still used to phones and email as being kind of my primary method and web chat to a certain degree.

But, what are some of the more trending contact methods that other customers are bringing to you that they want to connect with? So, what seems to beat the top of the list of the things that people want to tie into?



Christopher DeLeon: For sure, in speaking with customers from all account sizes, so, I'm speaking with customers or I'm speaking with businesses that have a total employee count of 50 and less and also to businesses that have 1000, 10,000 and more.

Typically, what we're seeing initially to route into engage digital are Facebook and Twitter and also MMS capabilities. With Facebook and Twitter, these are businesses that are starting to expand into the social space, and they know that setting up a Facebook or Twitter account is a great place to start.

When working a lot with a lot of businesses that work with international customers or even Hispanic customers, WhatsApp is very popular. And at the same time, MMS is used heavily depending on the requirements of the customer.

So, we have plenty that have a need to send an image to a customer or for a customer to send an image back to a business and with MMS capabilities built directly into it, it allows for Engage Digital to provide that functionality, often, that single pane of glass, that web based interface. So typically, we're seeing Twitter, Facebook and MMS being requested initially.

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