Social Customer Experience
Deliver great customer service and support on social media. Identify emerging issues that require immediate response, flag and resolve issues before they put your brand at risk.
Listen, engage, and be more social!
Social Media Customer Service
Embrace Social Media Customer Service
Listen, respond, and engage
Seamless Customer Interactions
Incorporate social media comments seamlessly, manage them efficiently like any other customer interaction, fully tracked and recorded.
Protect Your Reputation
Automatically analyse and flag comments to help resolve customer complaints or emerging issues – before they become serious and public.
Personalise Customer Service
Personalise conversations with a 360° view of your customer, respond or proactively identify customer opportunities.
Really Hear Your Customers
Establish a ‘listening station’ and get a real-time snapshot of consumer opinions on your brand, products, and services.
Make It Easy to Manage
Streamline operations by automating and routing social media alerts with skills-based routing just like email, chat, or phone calls.
Be More Social
Connect with customers online, ensure your best people are engaged in delivering the relevant, personalised responses.
25-34-year olds are the heaviest users of social media
For example, 8% would choose social media for high emotion or highly complex interactions, such as incorrect orders or mortgage applications.
Did you know?
In our survey, men were happier to use social media than women to make contact with businesses.
Give customers what they want
Consumers have high expectations when it comes to speed of response on social media. We found 50% of consumers want a response in 30 minutes.
Listen, respond, and engage
Embrace great social media customer service
