Social media is not just another communication channel. It’s a dynamic channel that allows your customer’s conversations to be amplified. 57% of consumers think brands’ response times on social media should be the same during weekends/weeknights as they are during business hours (Social Habit). Are you prepared to manage your customer’s social conversations?
Our team of social specialists leverage technology to monitor, moderate, and engage in social interactions, while providing actionable insights, from online data.
The “Eyes & Ears” to be First to Know
Using the right tool, our listening specialists will monitor your brand and product mentions. We listen first to understand what conversations are taking place, determine the sentiment, and flag relevant communications which require response. With multi-lingual agents all over the world, we ensure you do not miss a conversation.
Brand Protection and Keeping Positive Sentiment
User generated content is created every second. For large brands, the sheer volume of comments on a single Facebook status update can be overwhelming, let alone other communities or blogs managed by your brand. Our experts moderate your online communities, news, contests, chat, live events and more.
Social Interaction to Enhance Customer Experiences
Engagement and response is the natural next step in social media management, yet the one feared the most. What do you respond to and how should you respond? What do you do when attacks on your brand are made on social networks? We work with our clients to build out custom Engagement Guidelines that match your culture and ensure your PR & legal team is on board. For our response team, we have specific performance and quality metrics in place to ensure we act as a true extension of your brand.
Social specific insights and analytics provide greater VOC. Reporting can include disposition metrics, sentiment analysis, moderation reports (dependent on abuse), and social agent reporting.
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