Global Response has been providing quality customer care for nearly 45 years. Extending our Brand Specialist’s skill set to include social media monitoring services on behalf of your brand, was a natural fit.
When we look at the impact of social media, we see engagements increasing dramatically. Active monthly user counts for the upper tier social networks are at more than 1.79 billion users for Facebook and over 317 million for Twitter. Efficiently filtering for relevant mentions about your brand and responding accurately, in a timely fashion is a full-time job. Having an empathetic, constructive and actionable response can improve customer service, strengthen brand awareness, increase the lifetime value of your customer and encourage a positive word of mouth. Global Response can monitor conversations on Facebook, Twitter and other online communities. We will work with your team to create relevant and accurate posts to be distributed in a timely fashion by engaging directly with your social media community.
Global Response has the people, plan, monitoring platforms and social media monitoring analytics needed to provide effective social media monitoring services that your brand can measure, track and trend.
Social media monitoring services provide a brand-safe dashboard for Brand Specialists to respond to social interactions on Facebook, Twitter, blogs, forums and other social communities. Depending on the volume of your brand mentions, we will help you determine which platform is best in social media customer service for your brand.
Creating and maintaining an engaged audience requires a professional social media management infrastructure. Global Response uses a consultative approach to learning your brand and objectives within the social space. Whether your brand requires an enterprise or mid-market solution, we will work with you to find the right plan, platform and staff to effectively engage with your community.
Our social media monitoring services include:
Global Response’s proprietary Case Management Tool allows Brand Specialists to enter case details, disposition each case for tracking, get recommendations on responses and escalate via email to subject matter experts with any questions.
Tracking and trending the social media interactions your customers have with your brand provides actionable insight as to what people are saying online about your brand. Our social media monitoring and analytics solutions provide a vision into the volume of conversations, engagement, customer service, disposition, timeliness and many more metrics necessary to measure your brand through social media monitoring services.
Our social media analytics services include:
The Global Response Case Management Tool saves time by presenting data metrics through Global Response’s reporting portal. These reports help track the types of requests, the metrics and how the responses were handled. Our dashboard provides actionable insight to improve service.
Responding to customer service inquiries with accurate and timely answers increases brand loyalty, lifetime customer value, and encourages positive word of mouth.
Social media customer service includes:
Global Response will help your social media program take the next step to a better customer experience.