1-855-SOCMROI (1-855-762-6764) info@netbase.com

LOWER CUSTOMER CARE COSTS

IMPROVE OPERATIONAL EFFICIENCY TO BOOST CUSTOMER SATISFACTION

Social care is continually growing as the preferred channel of today’s consumer, with almost 30% of social-media users preferring social care to phoning customer service. Organizations that invest in social care save money and increase customer satisfaction.

SPEAK WITH A NETBASE EXPERT TODAY. LEARN HOW YOU CAN PUT SOCIAL TO WORK FOR YOUR BUSINESS.

 

REQUEST A CONSULTATION

REDUCE HANDLE TIME

Reduce average handle time (AHT), the duration of one transaction from the customer initiation to call resolution, by focusing on issues that can be resolved quickly with light touch.


  • Stack rank common issues by frequency, sentiment and passion to easily create best practice responses
  • Seamlessly route issues to specific representatives to provide similar responses across multiple channels
  • Identify and compare similarities in other reported cases for additional detail

HANDLE MORE CASES

Leverage social care channels to handle more cases. 72% of customers that complain on social media expect a response within 1 hour. Meet their expectations while simultaneously lowering costs.


  • Meet customer expectations by responding to both on channel and off channel complaints
  • Increase the number of cases your care team can handle with focused issue approach
  • Reach out directly with the best response, correct misinformation, and reassure customers that the issue is being handled in an expeditious manner

DEFLECT CALLS

Deflect calls by identifying unhappy customers and responding via social. Social care costs less than $1 per touch, which is significantly lower than e-mail and phone support at $2.50 to $6 per touch.


  • Invest in social care agents to save money and increase customer satisfaction
  • Integrate social analytics with your engagement solution to improve efficiency
  • Proactively engage with unhappy customers before they pick up a phone