Goals:
- 1. Build a social-media care solution that would address all mentions, customer comments, a concerns with the same brand voice and level of care provided by internal, senior client teams.
- 2. Leverage real-time, social-media data for service efficiencies in the contact center.
Our Solution
Qualfon’s Social Media team provided full customer support for all @Help mentions and private messages, including:
- Integration of analytical platform with contact center technologies.
- Help in developing all social-media measures, KPIs, and processes to effectively replicate an outsourced Social Care program.
- Constantly evaluating and optimizing programs to reduce cost, increase customer satisfaction or sentiment, and add value to our client.
Results
- Cleared queue for the first time in client social history by Q1 2019.
- Consistently achieving CSAT results greater than 95%.
- Able to quickly identify emerging trends and engage clients to activate all channels of support.
- Continuing to propose optimization concepts to support the program. Recent initiative is to identify areas of support for Automated Robotic Processing for unactionable items to reduce client social spend.
Featured Case Study
Cutting Direct Mail Costs by 15% for an Automotive Marketing Appreciation Program
A global marketing and advertising technology agency needed a fulfillment partner for a monthly customer appreciation program on behalf of a major U.S. automotive manufacturer. Each new car buyer receives a paint pen matched to the exact color of their vehicle, packaged with a branded letter and a coupon for service at their dealership. Qualfon designed and managed the entire operation from a single location, delivering zero-defect production through the program's first two monthly mailings while reducing execution costs by 15%.
Read More
A retail brand supporting high contact volume watched two numbers move the wrong way at once. Compliance scores sat below target, and customer satisfaction was slipping. Their quality scorecard showed the scores but not the reasons behind them. The issue was coverage. Manual quality programs review roughly 2% of interactions, so the behaviors actually shaping compliance and satisfaction were happening in the 98% nobody heard.