HGS EPIC® Social Care
Transform social media into dynamic, interactive customer experience channels
On Facebook, 85% of consumers expect a reply in 6 hours; on Twitter, 64% in 1 hour. Yet, the average business takes over a day to reply.
Responding quickly online has become a strategic imperative. An online conversation can present a reputational risk or a big opportunity for gain.
To manage customer service on social and other digital channels, businesses are largely only focused on the customers talking to them — the “owned” conversations. But there is a huge volume of conversations off the brand channels — the “earned” conversations.
Using AI to filter and route mentions to the best brand representative means you can participate in all online conversations. AI detects, tailors, and predicts, all while improving quality and addressing negativity before it goes viral.
Obtain a free competitive analysis of your social media performance.
Social care is a strategic method of responding to customer questions, concerns, and mentions through not only social media channels (e.g., Facebook, Twitter, Instagram) but also through other digital channels (e.g., online reviews, chat, messaging apps).
Working with clients and PR firms, the HGS EPIC®️ Social Care team responds to everyday inquiries efficiently while delivering appropriate messaging in the context of human rights, terrorist threat, natural disaster, pandemic, or political or legal issues.
But social care isn’t just about communicating. It’s about gathering insights from what customers are saying en masse. It’s about monitoring trends and gauging sentiment for decision making. A social care team can shape products, services, or an entire business.
HGS EPIC®️ Social Care solutions enable organizations to survive and thrive online using four main pillars.
We optimize owned and earned brand content and increase competitiveness in terms of response rate, sentiment, personalization, and more. Here’s how:
HGS EPIC®️ Social Care packages range from social listening and analytics only, to complete social customer care packages.
Social listening and analytics
Social listening and analytics with your team
Social listening and analytics with our 24/7 response team
Social listening, analytics, our 24/7 response team, creative services, Sprinklr
Best social media brand in the home and living category: For our five-year handling of end-to-end digital solutions.
ECCCSA most effective customer experience in social channels award: For our brand-building WhatsApp customer care in Europe.
Stevie business-to-business services winner: For social care that transforms business and delivers growth.
Creativity international social media campaign award: For our “New Work Shoes” Work@Home campaign.
Frost & Sullivan best practices award: For breakthrough social media customer care.
When a business is lax about managing social interaction—or worse, makes a wrong move on social— it can deter prospects and face swift retribution from unhappy consumers. HGS EPIC®️ is a social media monitoring, brand management, online response, and customer care solution all in one.
For filtering, sorting, prioritizing, predicting, and measuring social response across platforms, teams, and sites.
For a 360-degree view of the customer journey and levels of customer satisfaction.
For exceeding industry-standard response times even as you layer on new products, services, team members, and channels.
For improving CSAT and quality, increasing revenues, and increasing consumer engagements.
We design, build, execute, and optimize complex and high profile social media programs every day.
Based on nearly 500,000 social media agent-hours annually, the HGS EPIC®️ Social Playbook defines best practices for how to launch a social care operation that delivers high quality responses and meaningful data insights.
What are the key features of the HGS EPIC® Social Care solution?
HGS EPIC® Social Care enables you to :
What makes the HGS EPIC® Social Care team so special?
HGS Digital employs a team of 300+ social media care agents, community managers, data and quality analysts, and program leaders to support client engagements. HGS hires creative, autonomous, digital natives with excellent writing capabilities, experience as brand ambassadors, an appreciation of colloquialisms, and the ability to recognize online trends. Not only has the HGS EPIC® team developed a definitive playbook, we have a complete set of social agent recruiting standards and processes; a proven training curriculum on how to be a community manager; and team career pathing, coaching, and mentorship programs specific to the social care function. This team, and these scalable, repeatable processes, have helped to grow HGS’s social care business nine-fold in revenue in just 18 months.
Is HGS EPIC® Social Care available in multiple languages and 24/7?
Yes! Your dedicated team of professionals is available for the business days and hours of your choosing, or for full 24/7 support, including scaling for high-activity events. Onshore/offshore staffing allows for flexible availability and multi-language support.
Are the rules and categories for AI filtering and routing customizable?
Yes! Custom, automated workflows will help your brand prioritize the content that matters most. Alerts and flags help to avert crises. Real-time analytics and reporting tell you what consumers are saying about your brand.
What if I don’t need a team of agents?
HGS EPIC® Social Care begins with your strategy! Understanding your customer needs online is mission-critical. Most brands are only beginning to understand how to do that. The HGS EPIC® framework will take a consultative view of your current process, technology, opportunities, and yours and your competitors’ online reputations to help your brand better understand what is needed for your own custom strategy. The end goal—to make you number one in your customer’s eyes.
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