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Soundbyte: What are the Benefits of Communicating with Customers Through Social Media? (3:15)

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: I mentioned before in the case of me contacting tech support for a computer, I expected to talk with an agent over chat and I was surprised to find that WhatsApp was provided to me as an option.

So, what are some of the benefits for customers to move or businesses to move those interactions from a standard web chat to using one of these other social media type connections?



Christopher DeLeon: So, that's a great question because it can be answered a number of different ways. The first and direct answer is because when connecting to a social media platform or even WhatsApp, typically, the end customer is already authenticated into those platforms.

So, when I'm logging into Facebook or if I'm logging into Twitter or with WhatsApp, I have authenticated my account with that platform, so when I send a message to your business that has Engage Digital, my information that's on Facebook, Twitter or others is also sent as well. Such as your profile picture, your follower count in Twitter.

It could also be your name and other details that we pull from Facebook and you can use that information to one, start building your identity profiles of the customers that are routing into your platform and two, we can use that for intelligence or routing interactions as well. So, that's the first way to answer that question.

The second is that web chat, typical web chat is one that you provided an experience earlier and I have my own experience with web chat to where when I'm speaking with a current ISP that I'm working with, their web chat tends to fail or disconnect and I have to wait in queue again for 30 minutes or more and then, I have to start the whole process over again. It's not a great customer experience.

As we demoed today, our web chat does have persistent chat capabilities, so we're not breaking that customer experience and also, we can integrate with a CRM, also we can provide chat bot capabilities. So, with Engaged Digital, our chat bot is not a, or our web chat is not a typical web chat that most customers are used to.

We can provide a much deeper experience with our web chat to where sometimes, it kind of rivals the integrations with Facebook, Twitter and more.

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