Delivers Cost Savings, CSAT, and Insights
HGS DigiSOCIAL is social media communication with customers via live agent assisted messaging, and self-service forums, such as peer-to-peer communities, FAQ Facebook tabs, and social automation to decrease support costs.
In today's marketplace, customers are in control. In fact, 70% of consumers would use channels other than the phone if they felt confident they could get a resolution on the first attempt, according to Ovum research. The signposts are all indicating that social media is a key driver of optimized customer experience and, ultimately, builder of brand affinity and customer retention. For today's companies—all competing on customer experience—sound social media strategy calls for a firm grasp of how to optimize this maturing channel. HGS DigiSOCIAL can help.
DigiSOCIAL Delivers the Right Answer Fast
Opportunity to reduce call volume associated with top call drivers
Customer needs support in an environment that is not conducive to voice support
Self-service deflection via solutions like automated social messaging, peer-to-peer communities, and the Facebook FAQ tab
On-the-go customers benefit from asynchronous support (like, multi-taskers, manage in between priorities, start-stopcontinue)
An alternative to expensive phone and email surveys, with low response rates
With high m-commerce or mobile app usage by customers, social messaging may be a better support channel
Amazing CX Through Self-Service
Our DigiSOCIAL provides amazing CX through self-service with a responsive, seamless experience and asynchronous support, so customers can engage naturally, at their own convenience