Customer Success Story
Harnessing Customer Care Through Social Media
The Challenge
- Transitioning to Social Customer Care: Shifting from traditional online customer care to managing social media platforms demanded a strategic approach to adapt to the real-time, public nature of social conversations.
- Addressing Positive and Negative Feedback: Effectively managing both positive and negative customer posts on Facebook and Twitter required a nuanced approach to maintain brand reputation and customer satisfaction.
- Scaling Social Engagement: As the client’s social media following grew rapidly, scaling social engagement while ensuring consistent and meaningful interactions became a challenge.
The Solution
- Initial Online Customer Care: Initiated management customer care activities, including website, chat, and webmail, providing a foundation for later expansion into social media.
- Engagement on Social Platforms: Agents were deployed to manually engage with positive and negative posts on the client’s Facebook fan page and Twitter wall, ensuring timely and appropriate responses.
- Leveraging Social CRM and Analytics: A shift towards a more engaged social presence involved implementing a social CRM system to streamline interactions, track consumer sentiment, and enhance engagement strategies based on data insights.
- Pilot Program for Social Expansion: A pilot program was initiated to further ramp up the engagement, integrating best practices, refining response strategies, and aligning the client’s social care efforts with their brand identity and objectives.
The Results
The strategic shift to a more engaged social presence demonstrated remarkable results:
- Increased Social Following: Facebook fans grew to over 1.4 million, demonstrating a substantial increase in the client’s social reach and influence.
- Growing Twitter Audience: Twitter followers exceeded 10,000 across two primary accounts, showcasing an expanding audience engaged through meaningful interactions.
- Preparation for Enhanced Management: The transition prepared the client for a more robust social care approach, integrating social CRM, analytics, and reporting to further optimize engagement strategies.
Conclusion
The successful evolution from traditional online customer care to a dynamic and engaged social media presence underscores the value of adapting to the changing landscape of customer interactions, resulting in increased consumer engagement and a stronger brand presence in the digital realm.
Customer Experience/Care Management
Inbound & Outbound Voice
CX & Care Programs
Back-Office Functions
Performance Analytics
Flexible Global Staffing
Business Process Outsourcing
Data Input
Document Processing
Verfication & Validation
Exception Processing
QA Monitoring & Reporting
Business Analytics & Modeling
First Party ARM
1st Party Collections
Pre-Charge Off Program Support
Inbound & Outbound
Early Stage / Care Based
Brand Protection
IT Adaptability / Flexibility
third Party Debt Collection
Post Charge-Off
Primary & Secondary
Late-Stage Recovery
Innovative Technology & Approach
Propensity to Pay Analytics
