3CLogic, HelpSocial Launch Social Customer Service Contact Center Platform

3CLogic, a provider of cloud call center software has announced a new partnership with HelpSocial, a social customer service. The partnership will address the growing consumer demand for support within social media channels (Twitter, Facebook, etc.) while facilitating the ability to provide social customer service as an integrated part of an organization’s contact center infrastructure.

"Consumer demand for support in social channels is clear but has rapidly outgrown the marketing departments typically tasked with responding,” said Matt Wilbanks, CEO and co-founder, HelpSocial, in a statement. “Enterprises are looking to call centers to help scale their coverage while providing the proper integrated social tools marketing teams generally lack.”

Among the highlights: 

  • A single integrated contact center and social customer service solution;
  • Intelligent routing of social mentions;
  • Automatic agent access to customer relevant data to facilitate handling and responses;
  • Social customer service training and guidance;
  • Enhanced customer experience and retention;

The partnership announcement follows 3CLogic’s recent software update that includes inbound routing solution for all asynchronous communications, such as email, SMS, and social media.

“Consumers are increasingly diversifying their use of different channels to communicate with businesses,” said Raj Sharma, COO, 3CLogic, in a statement. “And yet consumer expectations remain the same regardless of the chosen channel which highlights the importance of being able to intelligently route, evaluate, and respond to each inquiry across all channels in a uniform and consistent manner. We are very excited about the synergies 3CLogic’s leading contact center solution and HelpSocial’s social customer services will provide to both our mutual and future customers.”