What enables agents to communicate with customers via social media platforms?

Enabling social customer service is essential for allowing agents to communicate with customers through social media platforms. This capability revolves around the integration of social media channels into a company's customer service framework, allowing representatives to engage with customers directly on platforms such as Twitter, Facebook, and Instagram.

This approach not only facilitates real-time interaction but also helps in monitoring social conversations, addressing customer inquiries, and managing complaints efficiently on social media, where many customers now prefer to seek support. By integrating social customer service into their strategy, organizations can enhance customer experience and satisfaction, as well as reach a broader audience.

The other options do not focus specifically on communication through social media. While live chat provides direct communication on websites, community forums facilitate discussions among users and outreach marketing is more about reaching potential customers rather than engaging directly with them for support.