Good customer service on social media can mean the difference between snowballing negative sentiment and turning a person into a brand champion. Our experienced team create processes and establish metrics necessary to provide top quality customer care.
As well as providing a comprehensive outsourced solution for our clients, as Social Media Brand Experts, we providing a range of consultancy services which help businesses to maximise their potential in providing customer care through the different social networks.
Customer care is an important part of any consumer facing business, and providing a quick and efficient service through social media can rapidly turn unhappy customers into brand champions. Through developing a consistent tone of voice and establishing the key metrics and SLAs for your customer service team, our social media consultants are able to notably influence the rapid reduction of negative sentiment. For one of our clients this meant the reduction of negative sentiment from 22% to just 1% within a matter of months.
Rather than being a part of existing customer service or communications teams, we believe that social media customer care should be carried out by trained operatives, individuals specialising in providing top quality customer care through digital means. Service centres for this purpose can be designed and implemented by our social media consultants, enabling your teams to work quickly and efficiently to respond to customers, whatever your industry.
Establish metrics and SLAs
Our consultants help your business put in place the processes to help your social media customer care initiatives to thrive, through defining metrics and SLAs, to evaluating your team’s effectiveness.
Tone of voice
Create and maintain a consistency in your social media output. Our social media team can help develop guidelines for social media operatives which can be implemented across globally reaching teams.
Bespoke service centres
Having developed Europe’s first outsourced Social Media Customer Service and Crisis Management Centre, we are uniquely placed to help design a facility to streamline your online customer care.
Whatever the size of your customer care team, our consultants can provide the training necessary to allow your business to succeed on social media, turning angry customers into brand champions through good communication.