Social media support. Online conversation engagement.
What consumers say online affects your brand image and bottom line. We are experts at representing your interests in the myriad of discussions on Facebook, Twitter and blogs.
Leda: Brand Care Specialist, finger on the pulse of the community.
You’re aware that you need a strategy for monitoring, measuring and engaging in the online conversation so you can:
- Learn from customer conversations about your company and products
- Answer simple questions from consumers
- Deliver positive messages to entire communities
- Provide customer service to specific individuals
- Address an issue before it becomes a serious problem
- Strengthen customer relationships
- Boost brand loyalty
- Increase sales and revenue
Global Response can support your social media strategy and help you get all those benefits. Here’s how.
The customer service side of your social media team
You may have already assembled a team with several members, each contributing their own expertise to make your social media strategy work. Team members may include:
- Your staff social media director who devises strategy and manages implementation
- An internal social media team to execute operational aspects of strategy and monitor and measure the online customer conversation
- An external social media-focused agency to deliver creative, consulting, and production of customer communications
- An outsourced contact center to engage with customers via websites and email
The right contact center to join your team is one that can represent your brand as well as you do and ensure your customers always have a positive experience. That’s Global Response.
We have the flexibility to work with other team members to ensure your social media strategy delivers the benefits you’re expecting. Our Brand Care Specialists already have the skills and experience to interact with your customers via email, websites, and forums and maintain and enhance good will for your company. You can quickly integrate us into your strategy and together we can craft a tailored solution that fits your organization, resources and objectives.
In particular, we are already experts at handling thousands of one-to-one interactions with consumers, customers, bloggers, microbloggers and others on the web. Your marketing staff can focus on running effective campaigns while we focus on engaging online consumers to solve customer service issues and protecting and promoting your brand.
Extending the customer care experience to social media
Nationally known and respected brands engage us because we’re recognized as a contact center that specializes in delivering high-quality, high-touch services. We do that now for our clients via phone, email and live chat, and doing it via social media channels is a natural extension. In addition:
- To increase our cost-effectiveness, we can staff your account with agents dedicated to social media or we can increase the utilization for agents already on your account by training them to handle social media interactions in addition to other duties.
- To monitor the online conversation, we use Radian6, the leading social-media monitoring platform, to stay on top of conversations and respond to customers in real time. Whatever social media monitoring tools you use, we can integrate them into our workflow and be ready to respond to your customers wherever they gather to share their buying experiences and opinions.
The same skills that enable our Brand Care Specialists to connect so successfully with customers over traditional channels work just as well over social media channels. If you’re looking for the right outsourced contact center to make social media work for you and support your brand image, Global Response is the ideal partner.
