Social Media for customer care

Social Media has changed the way customers interact with each other and with businesses. An increasing number of customers now look to social media for resolution of their service needs – either directly from the company or from their own network of contacts. Companies therefore need a focused strategy for delivering customer service through social media.

Foviance solution is in two parts:

Developing a social media customer service strategy

• Understanding the external landscape
• Assessing the potential business benefits and identifying levers and barriers for change
• Developing the business case and defining the chosen strategy

Setting up and developing a social media customer service function

• Mapping the strategy into the organisation to develop an implementation plan
• Establishing process and practice
• Reviewing and developing practice

The benefits of Foviance social media for customer care solution are:

• Foviance combines deep social media skills through people like Richard Sedley with multichannel customer experience capabilities which mean we understand both ends of the requirement
• Foviance customer experience transformation team can help with both the strategy and the implementation providing an end to end solution and no excuses
• Foviance solution has been tried and tested with customers and we are technology agnostic