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TRANSCRIPT
Social Media Managed ServiceDrives Revenue
CASE STUDY
Customers are demanding social media customer service now
more than ever before. Having a presence on social media isn’t
enough. Brands must go beyond reacting and start engaging.
90%
Social Customer Service
Our Client A fast growing e-commerce retailer that uses proprietary technology
to match customers with better-fitting apparel for easier, hassle-free
shopping.
The ChallengeOur client invested in Facebook advertising, but didn’t have a way to
engage with customers who responded to a sponsored post, and then
track the ROI achieved as a result. Revenue and conversion
opportunities were being missed, which led our client to ContactUS.
SocialCX Managed Service Drives Revenue
614.984.2399 contactusinc.com
The GoalCreate a superior, engaging customer experience on social media while
driving incremental revenue.
30%
OF CUSTOMERSWILL GO TO A
COMPETITOR IFA BRANDDOESN'T
RESPOND VIASOCIAL MEDIA
63%
OF CUSTOMERSEXPECT
COMPANIES TOOFFER
CUSTOMERSERVICE ON
SOCIAL MEDIA
OF CUSTOMERSHAVE USED
SOCIAL MEDIATO
COMMUNICATEWITH A BRAND
Quantify Inbound Social Volume and Response
Identify Sales Opportunities
Sentiment Analysis
Robust Reporting
Advanced Analytics Data Correlation
Wardini, Josh. “4 Reasons Social Media Is The Future of Customer Care [Infographic].” Online Marketing Institute, 2Jan. 2018, www.onlinemarketinginstitute.org/blog/2017/10/4-reasons-social-media-future-customer-care-infographic/.
Results
SocialCX Managed Service Drives Revenue
614.984.2399
ContactUS Communications is a U.S. based contact center services organization supporting
global brands across a variety of industries. We deliver outsourced customer care, inbound and
outbound sales, customer retention and win-back programs, as well as technical support.
We are not a commodity player. We are not an answering service. We provide dedicated
customer service staff, supervision and management to measurably improve our clients’
business. All while maintaining an efficient cost-structure. We accomplish this through the
highest quality service delivery, investing in world-class technology as a competitive
advantage.
About ContactUS
contactusinc.com
ContactUS crafted a proprietary software solution, SocialCX, and paired it with proactive,
reactive and interactive brand ambassadors to provide a managed service, not just a
monitoring platform. Compatible with all major social media networks, SocialCX brand
ambassadors are able to engage, sell, escalate, react and respond on social media.
ContactUS delivered a rapid implementation of both software and managed SocialCX service
to our client in less than 30 days.
The ContactUS SocialCX Solution
95% Service Average
More Than Doubled Social Conversion Rate
Exceeded RevenueBenchmark Within 90 Days
Average Order ValueIncreased 35%