HGS provides 24/7/365 support by answering consumer queries and monitoring social media conversations across the globe with the application of HGS EPIC™ Social Care. The team uses a knowledgebase to support customers on social media platforms.
The engagement started with monitoring US social media pages leveraging the skill of HGS employees based in the US. The consumer relations director, however, saw the need for expanded coverage and extended the team globally with the addition of team members in Australia and then in the UK.
The HGS EPIC™ Social Care team responds to a range of consumer comments, including praise, questions, requests, and complaints. The team uses a social listening tool to monitor and engage with consumers and is empowered to initiate replacement vouchers for complaints. The team also provides deep reporting and analytics solutions and services for owned social pages across social media channels.