Social Customer Experience Management

In the social media realm of a brand’s online presence, responding to customers with speed and authenticity is a major responsibility.

In “The Global State of Digital 2022,” Hootsuite shared that 43.5 of internet users aged 16 to 64 who are on social media claim these sites are their primary source of information when researching brands. Companies with a large digital or social media presence, like brick-and-mortar stores and e-commerce sites, risk damaging their brand’s reputation if they are not closely monitoring and responding to mentions in social media, customer social posts about support needs, and online product reviews.

ResultsCX offers three solutions
to strengthen clients’ online presence and brand perception.

Social Care

Great customer experiences mean no channels for feedback or support are overlooked or neglected. ResultsCX social customer experience management focuses squarely on delivering the experience customers expect when they interact with businesses on social media.

ResultsCX Social Care teams monitor customer feedback, questions, and issues, and then engage with customers in an authentic, effective, and impactful way. Any mentions that merit a response or require further assistance are immediately routed to the appropriate contact within a client organization to fulfill ResultsCX’s commitment to resolution-centered CX.

When social media care programs are handled by marketing and public relations departments, they are typically a low priority. This common model makes social care expensive and results in slow response times that negatively impact customer sentiment. Moreover, it produces a disjointed brand experience to customers.

Reputation Management

To protect a client’s online reputation, ResultsCX Reputation Management solutions focus on influencing, concealing, and controlling community conversations that involve the client or its products and services wherever they occur online. The chief purpose of Reputation Management is to promote content that represents the brand advantageously while reducing negative mentions. The benefits of deliberate reputation management include consistent brand voice, mitigation of low reviews, and in turn, greater customer loyalty and lifetime value.

Content & Community Moderation

To focus intently on customer experience a brand must practice fail-safe awareness of moderation of all related online content. ResultsCX will painstakingly analyze all content related to the client within multiple social environments, including:

Community forums to monitor adherence to community guidelines.

Content, posts, or news to ensure all entries are truthful, non-offensive, and not misleading or fake.

Ecommerce to guarantee product uploads and descriptions to online marketplaces are accurately represented with both copy and photos.

Feedback platforms to police user-flagged content (crowd-sourced feedback), examine all issues a user has raised, and ensure the client works to address and resolve them.

Thought Leadership

Brands Without Effective Digital CX Risk Irrelevance

Customers have a growing need to feel connected to the companies whose products and services they use regularly. Correspondingly, customer service expectations rise by the day. Not only has the way people communicate changed drastically over the past decade, but it has become clear that members of Generation Z and Millennials have a clear preference towards digital channels to communicate with your brand. No matter how strong your customer experience program is, the lack of a highly strategic social customer experience management operation exposes your brand to reputation knocks for all to see.

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Word-of-Mouth in the Age of Digital

Download our white paper to learn how social media can positively impact sales, increase brand loyalty, and be used as a valuable tool for building a community around any brand. Not only does having a brand-aligned social media care engagement solution increase convenience for customers, but it will have a positive impact on a company’s image through improved social interaction.

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