Social Media
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Social networking works best when it's integrated with your core knowledgebase
Social media opens up completely new two-way communication channels between you and your customers. Transversal is viewed by many of its clients as an enabler for future opportunities.
Being aware of the conversations happening across social media is now an essential part of everyone’s customer service strategies. And with user numbers rocketing upwards, social media is only going to increase in importance.
Facebook and Twitter service to drive engagement
As part of its growth plans, Mothercare is integrating customer service with its social media strategy. It is now on Facebook and Twitter, has its own blog and is launching a parenting community. Mothercare plans to refer comments from the blog and online community through to its online self-help service.
Available content was widened to appeal to the more general questions being asked, but with no extra work needed by its customer service agents.
The result? Greater engagement, increased usage and a fast return on investment.
Employing the wisdom of crowds
In another case, a consumer electronics manufacturer wanted to harness the power of its customer community to answer technical queries. Customer service was extended to cover its online forums, making user-generated content automatically searchable through the familiar question and answer interface. Customers had the opportunity to demonstrate their knowledge and help each other, intensifying involvement and reducing risk.
These are just some of the powerful ways we’ve used our knowledge to help deliver social customer service. Whatever your social media strategy, talk to us about how we can quickly make it a reality.
Features
A tailor-made approach
When it comes to social media, every organization and market sector is different. A one-size-fits-all approach just won’t cut the mustard.
We work with you to create flexible and innovative solutions that match your individual needs. Our open platform and decade of consulting experience means we’ll integrate customer service with whichever social media networks best match your requirements.
Easy integration to keep it simple
From allowing customer service answers to be ‘Liked’ in social media, to creating whole Facebook question and answer applications, we use our understanding to deliver smart, reliable solutions.
Integration with your central knowledgebase allows easy information sharing and dramatically reduces maintenance time and costs.
Get in touch
For an informal chat, or to request more information on the services that we provide, please contact us.
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