Overview
A retail client has partnered with Qualfon since 2018 and utilizes Qualfon’s Customer Service through Social Care services to achieve customer satisfaction over 95%.
The Challenge
Our client needed a scalable resource that could match the level of care provided by internal marketing and executive-care support for their @Help channel via social media. The goals were to build a social-media care solution that would address all mentions, customer comments, and concerns with the same brand voice and level of care provided by internal senior client teams, as well as leverage real-time social media data for service efficiencies in the contact center.
Our Approach
Qualfon’s Social Media team provided full customer support for all @Help mentions and private messages. This included the integration of an analytical platform with contact center technologies, assistance in developing all social media measures, KPIs, and processes to effectively replicate an outsourced Social Care program, and constantly evaluating and optimizing programs to reduce cost, increase customer satisfaction or sentiment, and add value to our client.
The Results
- Cleared the queue for the first time in the client’s social history by Q1 2019.
- Consistently achieving CSAT results greater than 95%.
- Able to quickly identify emerging trends and engage clients to activate all channels of support.
- Continuing to propose optimization concepts to support the program. Recent initiative is to identify areas of support for Automated Robotic Processing for unactionable items to reduce client social spend.
About Qualfon
Qualfon is a global BPO provider of omnichannel customer experience and business support solutions with locations on several continents. We are an agile partner specializing in call center support, revenue growth, and marketing services committed to serving our clients and their customers throughout the customer journey.
Learn more about Qualfon’s CX Innovation and Back Office Support Services.
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