Genesys Social Engagement: How to add Social Media Channels to Genesys cloud?

Genesys cloud is considered as one of the leading CcaaS (Contact center as a service) offerings globally. It has significant strengths across a range of functionality traditionally handling Voice and email based channels. Recently Genesys cloud has also included Chat, Messaging channels and some private social media channels such as Twitter (X) DM and FB Messenger. However further channels and public areas such as page and public mention management is not included. As Genesys clients migrate from on-premise Genesys Engage, or multi cloud to the pure cloud solutions many are finding they would now lack key Social Media Engagement capabilities. To include these channels to Genesys Social Engagement you need to select a dedicated Social Media Partner from Genesys appfoundry.

Adding social media integration to Genesys Cloud can enhance your customer engagement and support capabilities by allowing you to seamlessly connect with customers on popular social media platforms. Genesys Cloud provides a robust and flexible platform for customer experience management, and integrating social media is a strategic step towards meeting the expectations of modern consumers. In this guide, we’ll explore the steps to add social media to Genesys Cloud, focusing on key considerations and best practices. Read below to learn about how to add Social Media Channels and which ones are supported in Genesys Cloud.

Genesys Social Engagement: Why Integrate Social Media with Genesys Cloud?

Providing customer service on social media has become imperative. If you have already invested in Genesys cloud you need a simple way to include Social Engagement. It is a strategic move for businesses aiming to excel in this arena. Social media platforms serve as dynamic spaces where customers not only express concerns but also seek real-time resolutions. Incorporating Genesys Social Media Engagement tools into customer service strategies enhances responsiveness, allowing businesses to address issues swiftly and professionally alongside their traditional channels.

The key advantage lies in the visibility and immediacy of social media channels, where customers often share experiences, both positive and negative. By actively engaging in customer service on platforms like Facebook, Twitter(X), and others, businesses can demonstrate transparency and a commitment to customer satisfaction.

The interactive nature of social media transforms customer service from a transactional process into a relational experience. Adding Social Media Customer care can not only resolve issues but also build and strengthen customer relationships, fostering loyalty in an era where digital interactions profoundly impact brand perception. Ultimately, providing customer service on social media, supported by Genesys Cloud and Sentiment.io, aligns with the evolving expectations of customers, contributing to a positive and responsive brand image.

Social media has become a vital channel for customer communication and support. Integrating social media with Genesys Cloud enables businesses to:

1. 1. Enhance Customer Engagement: Social media platforms are where your customers spend a significant amount of time. Integrating them with Genesys Cloud allows you to engage with customers on their preferred channels, fostering stronger relationships.

1. 1. Provide Real-time Support: Social media integration enables real-time responses to customer inquiries and concerns. This responsiveness enhances customer satisfaction and loyalty.

1. 1. Gain Insights: Social media platforms generate vast amounts of data. Integrating with Genesys Cloud allows you to leverage this data to gain insights into customer behavior, preferences, and sentiments.

1. 1. Centralize Communication: Managing social media interactions within the Genesys Cloud platform centralizes communication channels. This streamlines the workflow for your support and engagement teams.

Steps to Add Social Media to Genesys Cloud:

1. Assess Social Media Channels:

Identify the social media channels that are most relevant to your business. Sentiment.io for example integrates the following Social Media and Messaging into Genesys cloud:

• • Facebook (Messenger, Page posts, comments, Advertisement posts and comments)

• • Twitter (X) @mentions

• • Instagram (DM, Comments on Media, Stories and comments)

• • Linkedin Page management

• • Youtube Comments

• • Apple Store reviews

• • Google Play Store reviews

• • Line.me Messaging

• • Whatsapp Messaging

• • And many more!

Not only can you respond in public and private to Social Media Customers you can also generate analytics such as Handle time, wait time and resolve time, while reporting on Agent efficiency and CSAT.

2. Understand Genesys Cloud Social Media Capabilities:

Once Social Media is integrated, you have two choices. Utilize a dedicated Social Media inbox for powerful social capability and conversational threading support and keep the Genesys Social Engagement team separate from other channels. Or decide to integrate all Social Media conversations into the Genesys interactions screen. There are pros and cons. The former is best for the richest Social Media functionality for dedicated Social Media Engagement teams. The later when you just wish to have all routing and analytics on Social aligned with traditional channels such as Voice and Email.

3. Access Genesys Cloud Admin Console:

Log in to your Genesys Cloud Admin Console. Ensure that you have the necessary administrative privileges to make changes and integrations. Select from the Apps Menu and use the one click install wizard to add Sentiment.io.

4. Configure Social Media Connectors:

Once you have deployed via Appfoundry using a simple oAuth flow you can add your various channels. Your username and password from the Social Media channels is never stored, a simple oAuth token is stored which allows the engagement with the Social Media Channels on your behalf.

5. Define Routing and Queues:

Establish routing rules and queues specific to social media interactions. Define how incoming messages and mentions should be categorized, prioritized, and routed to the appropriate teams or agents within Genesys Cloud. You can leverage Skill and Availability routing, and set business hours.

6. Enable Monitoring and Analytics:

Activate monitoring and analytics features within Genesys Cloud to track social media interactions. Monitor key performance indicators (KPIs) such as response times, customer satisfaction scores, and engagement metrics.

7. Integrate with CRM Systems:

If your organization uses Customer Relationship Management (CRM) systems, ensure that the social media integration is seamlessly connected to these systems. This ensures a unified customer view across all channels. It is possible to build complete customer integrations as required or leverage off the shelf integrations to the most popular CRM and BI tools.

8. Train Teams on Social Media Engagement:

Provide training to your teams, including customer support agents, on how to effectively engage with customers on social media. Emphasize the importance of maintaining a consistent and positive brand image.

9. Implement Automation and AI:

Explore automation and AI capabilities within Genesys Cloud to handle routine social media interactions. Automation can help in responding to common queries, while AI can analyze sentiments and escalate issues when necessary.

10. Test and Optimize:

Before fully deploying social media integration, conduct thorough testing to identify and address any issues. Optimize your processes based on feedback and performance metrics.

Best Practices for Genesys Social Engagement/ Integration with Genesys Cloud:

1. 1. Personalize Interactions: Use customer data available in Genesys Cloud to personalize social media interactions. Address customers by name and provide tailored responses.

1. 1. Maintain Consistency: Ensure consistency in messaging and branding across all channels, including social media. This helps in building a coherent and recognizable brand image.

1. 1. Adhere to Compliance and Regulations: Familiarize yourself with data protection and privacy regulations relevant to social media interactions. Ensure compliance with laws such as GDPR and CCPA.

1. 1. Monitor Social Media Trends: Stay informed about trends and changes in social media platforms. Regularly update your integration to align with any modifications in API specifications.

1. 1. Gather Customer Feedback: Actively seek and gather customer feedback on social media interactions. Use this feedback to make improvements and enhance the overall customer experience.

1. 1. Scale According to Needs: As your social media presence grows, scale your Genesys Cloud integration accordingly. Ensure that the infrastructure and resources can handle increased volumes of social media interactions.

1. 1. Stay Agile: Social media landscapes can change rapidly. Adopt an agile approach to your Genesys Cloud integration, allowing for quick adjustments and updates as needed.

Integrating social media with Genesys Cloud is a strategic move to enhance customer engagement and support capabilities. By following these steps and best practices, businesses can create a seamless and effective social media customer experience within the Genesys Cloud platform. Keep in mind that ongoing monitoring, optimization, and staying informed about industry trends are crucial for maintaining success in social media integration.

If you need to support a wider range of Social Channels than Genesys Social Engagement provides off the shelf an appfoundry partner such as Sentiment.io can cover the gap. Please fill out the below form to be sent more information or to schedule a demo.