Social Media Support – Customer Service & Analytics
Care for your customers with social media support services from Global Response.
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.We can meet every requested connection solution, from flat files dropped on FTP sites going to XML web services, to total system integration where we integrate client applications into our call center. We can meet any of your requirements for reporting, including real-time reporting of activity and orders.
Social Media Support – Customer Service & Analytics
Care for your customers with social media support services from Global Response.
Talk to a Call Center Expert
Our dedicated Social Media Brand Specialists study your products, policies and social media engagements to become fully immersed in your brand culture.
Monitoring Platforms
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.
- Brand-safe environment with secure login
- One dashboard to monitor all your social streams
- User / team assignments
- Client access to monitoring platform
- Integration with our case management tool
Analytics
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.
- Track and trend customer inquiries
- Tag inquiries by product types or location
- Monitor service levels and timeliness of responses
- Identify which customers engage most often
- Measure historical vs projected volume metrics
- Learn about your audience in context with a social CRM
Reporting Dashboards
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.
- Analyze interaction data
- Drill down to individual cases
- Track resolution and escalation
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.
- Social media customer service includes:
- Social listening and monitoring
- Answer customer inquiries in real time
- Integration with your current teams
- Review management services
