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.
QCXi Solution
QCXi’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.
