While social customer care is growing as a service channel, it does require careful thought and planning to execute well as part of your customer care strategy. According to OnePollResearch, 65% of consumers believe social media is a better way to communicate than through a phone call with a customer service agent.
When it comes to social customer care, you need a team that has the necessary experience in understanding the expectations customers have while using social media platforms for support and/or service. Adding support into new channels can convey a dynamic quality to customer relationships and enhance loyalty. That more customers can be served in less time can likewise bring operational efficiencies and decreased expenses. According to Connected Customer, 1 out of every 3 social media users prefer social care to using the phone. Also, quality service offered through social channels can likewise add to sales at the exact moment a customer is making a purchasing decision.
This is where NexGen Agency comes in. We will make sense of all that’s going on with your business, customers, followers, and prospects by converting social media mentions into sales leads and building a meaningful relationship that promotes your business. Our customized solutions and strategies at NexGen have a tangible return on investment and produce results that drive traffic, sales, and revenue for our clients.
NexGen Agency has the technology that can tell you what your customers are saying about your business in real time. Whether it’s Facebook, Twitter, or any other social media platform, NexGen has the tools to provide you with live results and reporting. Our proprietary platform actively traces and analyzes conversation threads over various social media streams in relation to your business. According to a study by IDC, social care will increase to 13% as a percentage of contact center interactions from 8% in the next 2-3 years. Don’t allow your company to lack the necessary expertise when it comes down to Social Customer Care, contact us today.
We Drive Deep Engagement
NexGen Agency serves up knowledge through your online community of like-minded peers and responds to issues on social channels in real-time
Call deflection is just the beginning. As your community grows, so do the legions of brand ambassadors who can help others with support issues
Turn Knowledge Into Power
Turn peer generated knowledge into valuable assets for customers, employees, and social channels
Driving Cross-Channel Engagement
NexGen Agency equips our agents to respond efficiently on social channels while building awareness of your brand and online community resources.
Customers who use social support channels buy more, buy more often, and stay customers longer than those who do not use social support channels.