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.
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.
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.
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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