Our dedicated Social Media Customer Service and Crisis Management Centre provides access to the most comprehensive database of social conversations with real-time multi-lingual world-wide coverage, collecting more than 20 million new posts every hour from across the numerous online channels.
Tasks are assigned to our social media specialists and with live activity update tracking of the communications, and entire customer histories instantly accessible, sharing with our team for quality of customer service and reporting is paramount.
We can identify, engage and establish relationships with bloggers and other online influencers to heighten the awareness of our clients’ brands. In real-time we can see response times and insight into team interactions with customers. This exposes trends in social engagement by day, time, and identifies any gaps in coverage for continual improvement.
Combined with our social media consultants, our teams are ideally placed to identify any crisis or potential crisis in real-time. As social media has increasingly become a news generation source for other key media forms, typically our specialists hear about any crisis that may affect one of our clients, on average, 90% sooner than through traditional means.