Social media has become the go-to channel for customers to interact—both positively and negatively—with brands. As a result, the quick, two-way communication has changed the way customer service needs to operate.

Social customer service saves the day for one TV streaming company

Your customers expect a timely response, which puts pressure on your brand to handle social conversations quickly and effectively. That’s why it’s vital to have a holistic solution that allows you to meet your customers in their moment of need and on the channel of their choosing, while solving issues quicker and easier than ever.

Creating a seamless customer experience

Customer satisfaction doesn’t just come from resolving issues. Along with combating problems, DEG’s Social Customer Care solution for Salesforce allows brands to better engage with a high volume of social conversations. This includes being proactive in engaging with your customers through social listening and working to achieve a single view of the customer to better understand their behaviors and needs.

Social Customer Care benefits:

  • Enhance your overall customer experience
  • Retain, acquire, and upsell your customers
  • Resolve service cases fasters
  • Protect your brand’s reputation

End-to-end social customer services

37% of customers expect a response in under 30 minutes, according to The State of Digital Care in 2018 by Conversocial

DEG incorporates Salesforce Marketing Cloud and Service Cloud products—including Social Studio and Automate—to develop a robust, cross-cloud solution that allows your social media and customer service teams to assign and manage tasks across social networks.

Automations and tagging structures provide teams with the ability to easily prioritize cases based on keywords and factors like social influence and sentiment, while ensuring the message is put in the right hands to solve the problem. Open comments are handled faster, while giving internal teams across your organization visibility into the status of responses. You’ll no longer receive emails asking, “Did you get that one?”

DEG Social Customer Care services:

  • Salesforce Social Studio account configuration
  • Salesforce Social Studio Automate configuration
  • Salesforce Service Cloud account configuration for Social Customer Service
  • Social Customer Care enablement
  • Training

Platinum Salesforce Marketing Cloud Partner

As the only three-time Marketing Cloud Partner of the Year, DEG is a leader in the platform with Social Studio experts creating customer experiences that span across all channels. Explore our partnership >

Your ideal social media partner

For the past 20 years, DEG has grown as a digital experience agency with a propensity to evolve to the changing digital landscape. Our full-service social media team creates strategies focused on people, personalizing the experience with brands to improve satisfaction and cultivate relationships.

We analyze purchasing preferences and behaviors to drive conversations, and our strategies make connecting with new customers a top priority. Our focus is to make sure social media never lives in a silo again.

Salesforce Service Cloud Partner

DEG’s team of Service Cloud consultants will help you solve customer service issues faster and proactively grow brand loyalty through a solution that offers your team more opportunities to collaborate. Explore our partnership >

Related Work

Social Customer Service Saves the Day

DEG's Social Customer Care for Salesforce provided a popular subscription TV streaming service company with a more robust and effective social customer service solution.

What social media challenges do you need solved?

Our approach to social customer service empowers brands to better engage with and react to their customers’ needs. Let us show you how we can help you meet your customers in every moment.

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