Elevate your brand with exceptional social customer service. Provide your customers and potential clients with memorable social customer support that fosters brand loyalty and a stellar customer experience (CX).
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HIGH VOLUME OF INQUIRIES
Social media platforms can attract a large number of customer inquiries, comments, and messages, making it difficult to keep up and respond in a timely manner. We provide your customers with quick response times, answers to their questions and help.
MANAGING MULTIPLE PLATFORMS
With numerous social media platforms available, it can be a struggle to monitor and manage customer interactions across all channels. You can count on our social customer service experts to provide your customers with consistent, high-quality care.
FINDING THE RIGHT TONE AND APPROACH
Social media is an informal and conversational medium, requiring businesses to adapt their communication style accordingly. We ensure the right balance between being professional and approachable, especially when dealing with sensitive issues or complaints.
PUBLIC VISIBILITY OF NEGATIVE FEEDBACK
Unlike traditional customer service channels, social media interactions are often public, meaning that negative feedback or complaints can be seen by a wider audience. Resolving these customer service issues on social media can showcase a company’s commitment to customer satisfaction and transparency. Other customers can see how issues are addressed, which can help build trust and credibility.
MAINTAINING PRIVACY AND SECURITY
Handling customer inquiries on social media can sometimes involve discussing sensitive information. We take private conversations offline in order to protect your customer, while also taking care of their needs.
MEASURING SUCCESS AND ROI
Tracking the success and return on investment (ROI) of social media customer service efforts can be complex, as it involves both qualitative and quantitative metrics. We help you determine the true value of your social media customer service initiatives.
Providing effective social media customer service requires dedicated resources, including staff and technology. It’s often a struggle to allocate sufficient resources with fluctuating demands. You may have a product launch, host a conference or special event or just experience some unexpected spikes, it’s hard to predict how much coverage is needed. At Online Moderation, we create schedules to suit your needs to ensure efficiency and optimization. You can quickly scale up and down and deploy people exactly when and where you need them.
And the best part? You have 24/7 access to our customer service reps! We become part of your team and you can reach out to us at any time during an emergency or crisis.
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