When Facebook Goes Down, Don’t Let Your Customers Down!

Can your contact centre cope with a surge on other communication channels?

When a sudden onslaught of memes spreads across the internet, it can only mean one thing – Facebook has gone down. 

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Despite waning influence with younger demographics, Facebook still commands 2.32 billion monthly active users across the world, and when you add the company’s other apps into the equation, that user count rises even higher.

Yesterday saw an extended outage with WhatsApp, Instagram and Facebook all suffering for more than eight hours. While many people undoubtedly missed their daily fix of amusing content, there’s a more concerning business lesson at play here. 

Facebook has become a crucial customer communication channel for many of the world’s companies. It’s now a vital link for customers who shy away from the phone or email. 

Many modern contact centres have thrived on this shift towards social media troubleshooting, especially as the latest cloud contact centre solutions intelligently and automatically field social media customer queries to the next available agent regardless of the communication medium. 

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But what happens when these services go down and your contact centre isn’t equipped to cope? 

The phones begin ringing more and emails start piling in. If you don’t have a capable contact centre solution in place that integrates seamlessly with social channels and has redundancy built in against this issue, your customer success team may be missing important information to help. 

And because of the rapid nature of social media-based communication, issues are resolved far faster than traditional phone-based troubleshooting and often at a lower cost. Interaction with businesses via WhatsApp has only served to accelerate this change in customer behaviour.  

The latest cloud contact centre solutions flex, adapt and react to your customers whims, patterns and seasonality as well as sudden, unexpected changes in behaviour like what happened yesterday.

If you’re interested in optimising your contact centre, we’ve prepared a contact centre supplier agnostic eBook explaining how to modernise your operations.

Download it here.


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So, how can IT leaders determine which vendor is offering the right solution for their organisation and will also fit their budget?

The answer lies with independent technology sourcing agencies.

At Marketlinx we offer personalised strategy and solutions planning for each client, making sure that each suggested tech provider is suited to your organisation’s needs and requirements and capable of delivering the right solutions to increase efficiency and productivity. n this way IT leaders can save significant time and resources with regard to researching and vetting vendors, saving time spent on managing time consuming tenders.

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Unlike traditional tech vendors and providers our main priority is not selling as much as possible but establishing a long term, trust based relationship with each client. Our aim is to become a reliable extension of the internal team, guiding IT leaders with recommendations tailored specifically to their goals and desired business outcomes.

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