New business requiring low cost scalable multi channel comms including 24/7 monitoring of their Facebook page
- The client had unknown contact volumes and needed a low-cost flexible scalable solution to handle their Facebook page queries
- They engaged us as part of an overall outsourced service for all their customer interactions
- TMC’s Social Media monitoring solution has enabled the client to navigate Covid with minimal fixed costs and still capture every sales lead 24/7
- Low transaction volumes mean difficulty for Agents to retain knowledge
- Similarly the client could not justify a full-time resource to monitor or indeed cover 24/7
- We consulted closely with the client to understand their workflows and customer approach
- We developed chat flows in our Octopus platform that we easy to improve as new scenarios arise
- We trialled several approaches before we finally settled on an optimal flow
The final solution included:
- We implemented our Social Media Monitoring service as a trigger-based service to minimise costs and maximise the customer experience with our skilled agents handling the Facebook enquiries
- We integrated an escalation process so that sales leads were immediately forwarded to designated sales teams
- We implemented a comprehensive script including a range of FAQ’s to “store the knowledge needed” for our agents to simply navigate as and when Facebook users made contact.
- The client now confidently captures any Sales Leads within minutes of a potential customer contacting their Facebook page.
If you’d like to know more about our bespoke Social media monitoring services,