The impact of social media on customer service is growing exponentially. 34.5% of customers identify social media as their preferred channel for contacting customer service.
Efficiently filtering for relevant mentions about your brand and responding quickly and accurately is a full-time job. Empathetic, constructive and actionable response improve customer experience, strengthen brand awareness, increase the lifetime value of your customer and encourage positive word of mouth. Global Response can monitor conversations on Facebook, Instagram, Twitter, review platforms, chat rooms, forums and other online communities.
Global Response has the people, plan, monitoring platforms and social media monitoring analytics to provide effective social media customer support and monitoring services that your brand can measure, track and trend. We use a consultative approach to learn your brand and objectives within the social space. We will work with you to find the right plan, platform and Brand Specialists to effectively engage with your customers.
Social media monitoring services provide a brand-safe dashboard for Brand Specialists to respond to social interactions on Facebook, Instagram, Twitter, review platforms, blogs, forums and other social communities. Depending on the volume and nature of your social media engagements, we will help you determine which platform is best in social media customer service for your brand.
Tracking and trending social media interactions with your customers provides actionable insight as to what people are saying online about your brand. Our social media monitoring and analytics solutions provide insight into the volume of conversations, engagement, customer service, disposition and many more metrics necessary to measure your brand’s social media presence.
The Global Response reporting portal tracks social analytics including the types of requests and how the responses were handled. Our dashboard provides actionable insight to improve social media customer service.
Responding to customer service inquiries with accurate and timely answers increases brand loyalty, customer lifetime value and encourages positive word of mouth.