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Social Media Customer Service
The person most qualified to answer questions, inquiries, and complaints that are posted online by your customers is an official customer service advocate trained to represent your brand. With our Social CRM service, the social media customer service team will engage with your consumers to build relationships and enhance your brand image.
Types of engagement and services covered:
Monitor Brand Online
Using our monitoring and engagement platform, we locate and analyze online conversations about your brand.
Manage Brand Reputation
Online public forums are a perfect place to listen, engage and build the customer relationship. We are able to promote positive images of your brand to customers and other members of the online community.
Quality Assurance Program
A combination of training, guidelines, calibrations and keeping a balanced scorecard, our advocates are able to provide consistent high-quality service to your customers. We work on a client-to-client bases to establish standards and guidelines. Client participation is highly encouraged during the calibration process to make course corrections where they are needed in order to achieve the best possible results.
Social Intelligence and Analytical Reporting
Using our engagement platform tool, we report on:
- Dissatisfied customer posts that require escalation
- Product specific high alert posts
- Customer inquiries
- Weekly monitoring metrics
- Sentiment analysis
- Top sites and influencers
- Keyword analysis relating to brands/products
- Monthly overview with a recommended plan of action
Customer Loyalty Strategies
We assist in creating loyalty strategies to engage your consumers on an even deeper level online, aiding in creating customer retention, brand recognition, and loyalty.