Social Media Customer Care

Social Media Customer Care

Social Media statistics that will impact your business:

  • Nearly 50% of respondents expect a company to read their Tweet
  • More than 70% of complaints posted on Twitter go unanswered by brands
  • Of those who did not receive follow-up 86% would have liked or loved hearing from the company regarding their complaint tweet
  • Of those who received follow-up 83% said they liked or loved hearing from the company
  • More than one-quarter of US consumers (26%) say they are more likely to tell family, friends, and coworkers about a bad experience with a product or service than a good one

MetaSource can help you convert customers with negative experiences into Brand Ambassadors through realtime customer care. We monitor your entire social stream not just your Facebook and Twitter accounts. Our value proposition is proactively helping you retain existing customers, acquire new ones and win back old ones.

Customer Care and Retention

  • Convert negative mentions into positive customer care interactions, especially by influential people, by providing appropriate real-time response
  • Respond to information requests such as product, location or policy questions in a timely manner

Acquisition and Winback

  • Monitor competitors to acquire new customers and win-back old ones with timely offers, competitive positioning and information
  • Provide timely feedback and insights to corporate/store management and product marketing

Monitoring

We look at blogs, message boards, forums, social networks, wikis, microblogs, video sites, news sources, and have access to the complete Twitter Firehose.

Reporting

MetaSource clients receive a standard suite of production reports which can be emailed daily. MetaSource recommends the following reports:

  • Mentions Reviewed
  • Mentions Responded To
  • Average Time from Post to Response
  • Negative Mentions Responded To
  • Negative Mentions Turned Neutral
  • Negative Mentions Turned Positive


For more information contact:

Russell Thomas | Vice President, BPO Solutions
MetaSource, LLC
55 Cedar Lake Rd, Denville, NJ 07834
office (973) 400-9055 | mobile (973) 714-2606 | Email  rthomas@metasource.com