Social media monitoring is a solution for providing engagement and customer service through online channels like Facebook and Twitter. Interact with your customers on their terms and continue building brand loyalty.
Customer comments from different social media platforms are captured in a single location so agents can provide timely, personalized customer service experience.
Companies often find that their customers are writing about them on social media, but attention to those consumers is lacking. Through our streamlined approach, we are your eyes, ears and brand builders.
PERSONAL
Expectations of customer service via social channels is growing to the point that many now expect the same level of service they’re used to from live chat and text.
FLEXIBLE
Our agents use the same skills they use in more traditional channels to understand the customer’s emotional state and decide when the tone of social media is appropriate for conveying friendliness, or when something more official is required.
FEEDBACK CONTROL
Consumers are more likely to broadcast bad experiences than good ones on social media. Companies can’t control that, but they can control how they respond. We treat negative feedback as a chance to upgrade the brand’s image, and more importantly the relationship with the customer.
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We’ve been nothing but surprised and delighted since we selected The Office Gurus (TOG) as one of our BPO providers almost two years ago now. TOG has outperformed all other providers we’ve used in the past and has helped us achieve over 90% customer satisfaction based on a post-call IVR survey asking the customer “how satisfied are you with the representative who handled your call today?” In addition, they’ve been a true partner; they proactively communicate issues, challenges, and obstacles as well as suggestions for the product and processes to improve. They treat their employees well and like to work hard but play hard so they are a perfect culture match for our organization. It feels like they are just an extension of our own team.
I wanted to share my experience visiting the center in San Salvador and facilitating the new hire class. The visit was thoroughly enjoyable personally and professionally. Everyone within TOG that I interacted with was professional, competent, friendly, accommodating, and genuinely excited about the opportunity to expand their support for Crius. To date, all indications are that we’ve selected the right partner to help us grow the business and provide the high degree of customer experience that we expect.
