With more and more customers using social media to seek customer service, brands need a solution that offers both robust features and transparency to ensure its customer service and social media marketing teams can all work together.
of customers use social media to seek resolution for their issues
1 in 3
customers prefer social customer care over telephone or email
of customers who complain on social expect a response within one hour
The solution is enabled by Salesforce Marketing Cloud Social Studio to ensure social teams can identify relevant social activity, and Service Cloud to give customer care teams visibility to manage customer service cases through connected social networks. The scalable and transparent solution enabled by Dentsu provides brands with an enhanced, single view of the customer, inclusive of their social activity. Brands can now not only solve their customer queries today but also prevent future issues and strengthen their customer relationships, meeting customers in their moment of need across the channels of their choosing.
Service where the customer engages
Enable the right associate to respond
Respond to the most critical cases first
Align internal support teams
Find out how one of the world's biggest subscription video providers partnered with Dentsu and Salesforce to achieve a 9.86 Customer Satisfaction Score for social support.