Thanks to Technology and the development of the OMNI channel, your customer will try to get their services by contacting you via various channels like Emails, social media platforms, SMS, calls, web chat, tickets, etc.
So you need to catch all of these interactions in one CRM, Social Media Integration, and Keyword Filtering to avoid repetition of information or losing customers, this is the purpose of the OMNI channel.

For example:

If you have a customer who tried to contact you in different channels, and the agent wants to check his history he will find history in his call center like:

In this case, if the agent wants to check the customer’s journey, he will find that this customer contacted you 24 times over 4 months, and he will find all details he may need to trace his old or current issues.

Social media integration can be considered a whole new science of extending your marketing methods by redirecting your social media followers to your website/application/page and making your social platforms more accessible to your target audience and customers.

Whether on social media pages or directly writing to your customer service employee in the company.
This advanced system helps companies quickly solve and track any problem or complaint on the part of any customer via Keyword Filtering feature.