Social Media Monitoring and Engagement
Do you know who is influencing and detracting customers to and from your brand? With billions of conversations happening every day on the Web, there is an abundance of information to gather, analyze, engage and report on. Finding a way to manage all of this data, while identifying the best way to interact, is critical to driving a fully engaged brand.
Today we know many customers are bypassing customer service call centers and posting issues they may have with a business’ products or services in various social media networks. Dialog Direct offers highly trained social media agents who adequately field questions and complaints related to your brand online in the social media properties consumers are already engaging in. With our Social CRM service, Dialog Direct’s team will engage with your customers to build relationships, answer questions and enhance your brand image.
What can our Social Media Customer Service do?
- Monitoring and Engagement 24/7/365
- Brand Reputation and Crisis Management
- Quality Assurance Program
- Social Analysis and Reporting
- Customer Loyalty Strategy and Execution
Why having a social customer service team matters:
- Customers who encounter positive social customer care experiences are nearly three times more likely to recommend a brand. (Source: Harvard Business Review)
- 42% of people will tell their friends about a good customer experience on social, while 53% will talk about a bad one. (Source: American Express Global Customer Service Barometer)
- Almost half of social media users engage in social care; one-third prefer social care to the phone. (Source: Nielsen’s 2012 Social Media Report)
What does this mean for your business?
Case Study Brief
A customer reached out via social media to our client inquiring about buying wine for his daughter’s wedding. The customer wanted to buy in bulk – something this client doesn’t normally do.
WOWed customer by making the wine available in the quantity needed at the customer’s store of choice. Dialog Direct was able to turn this person into a customer for life!