When there are product issues, delayed shipments, or bad experiences, social media is the go-to channel for customers to interact—both positively and negatively—with brands. Social media’s quick, two-way method of communication has changed the way customer service needs to operate. Consumer expectations for a timely response is putting the pressure on brands to handle social conversations quickly and effectively.

4/5 consumers say that it’s a major or moderate influence on their loyalty when brands immediately respond in social media after they reach out for help.

DEG’s Social Customer Care solution for Salesforce can help you meet your customers in their moment of need, in 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 combatting problems, Social Customer Care allows brands to better engage with a high volume of social conversations, including being proactive in engaging with 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 faster
  • Protect your brand’s reputation

Social Customer Care Solution

DEG incorporates Salesforce Marketing Cloud and Service Cloud products—including Social Studio, Social Hub, and Service Cloud—to develop a robust, cross-cloud solution that allows 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. No more emails asking, “did you get that one?”

DEG’s Social Customer Care Services for Salesforce Include:

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

Full-Service Expertise

From implementing Salesforce platforms to developing robust social customer service programs, DEG’s mix of full-service strategy and extensive, cross-cloud expertise as a Salesforce Gold Partner will provide you with all the tools necessary to keep your customers happy. Our award-winning social media and customer relationship management teams can better help you understand your customers and get the most out of your technology platforms.

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.

Work With Us

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.

Get Started