Goals:
- 1. Build a social-media care solution that would address all mentions, customer comments, a concerns with the same brand voice and level of care provided by internal, senior client teams.
- 2. Leverage real-time, social-media data for service efficiencies in the contact center.
Our Solution
Qualfon’s Social Media team provided full customer support for all @Help mentions and private messages, including:
- Integration of analytical platform with contact center technologies.
- Help in developing all social-media measures, KPIs, and processes to effectively replicate an outsourced Social Care program.
- Constantly evaluating and optimizing programs to reduce cost, increase customer satisfaction or sentiment, and add value to our client.
Results
- Cleared queue for the first time in client 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.
Featured Case Study
Transforming Outbound Sales Performance for a National Telecommunications Provider
When outbound sales programs run across multiple vendor partners simultaneously, sales performance gaps can go undetected for months. Without a unified view of the data, there is no reliable way to identify where underperforming calling windows are draining resources, which lead segments are producing returns, or what operational changes would have the greatest impact.
Read More
When outbound sales programs run across multiple vendor partners simultaneously, sales performance gaps can go undetected for months. Without a unified view of the data, there is no reliable way to identify where underperforming calling windows are draining resources, which lead segments are producing returns, or what operational changes would have the greatest impact.