Changes

The most effective use of BE bxp and social media is in Case Management, where contact via the social media can be managed and reported on from within bxp software.

We have a step by step guide for setting up your BE bxp to use social media here. Why not have a read? [http://www.allnone.ie/whitepapers/BE%20Social%20Media%20[CC-%20Setup%20v13-1.pdf4_Mailbox_and_Social_Media_integration]]

Social media contact can be difficult to manage. Not any more with Business Express (BE)bxp. This guide takes the reader though the steps on setting up and using BE bxp to manage all the social media for a sample company. A full config has been completed for Linked In, Twitter and Facebook in under an hour.

A social media campaign makes use of inbound and outbound contact to generate blended campaigns. Integration with external systems is easily managed using the BE bxp framework. Completely customisable content management enables complex solutions be created without extensive development. Prototyping solutions can be done in hours rather than weeks at a fraction of the cost.

The solution presented is built and available to test and view in the Demonstration Business Express bxp system. Please contact us for a login to see the solution in action and try it for yourself.

Using Business Express bxp provides a framework with all the tools to address all of the problems outlined. This document now demonstrates each step.

To manage the social media, we convert the contacts to all run through email. Firstly we set up an email box to handle the social media contacts. Next we point our social media accounts to that mailbox. With the mailbox now filling with social contacts, we configure BE bxp to hoover out the emails and turn them into work items.

| A Business Express bxp basic contact centre pack (15 modules / 50 users)

* Have a BE bxp system built for you and get a login 4 hours

* Add the email account details to BE bxp and test 1 hour

In some instances email security will exist, especially if using products like TweetyMail. Setting up a DNS record means adding an MX record to your account for the IP address 82.195.135.134. If BE bxp sends an email on your behalf you may wish to permit this IP address. This is not essential but advisable.

This is where you will enter all of the details of the email account to allow BE bxp go into this account to retrieve your messages.

Create a campaign in BEbxp. As part of the “Communications” section set the “Email From” option as the email address. E.g. socialmedia@allnone.ie

* The next questions should be a “BEmail Block”"BEmail Block". This will create all the fields necessary to receive emails inward into the system

BE bxp adds a number of intelligent filters on the incoming content to extract data and fill it directly into the data fields. It also allows conversations to continue without creating new cases for each interaction.