What is social customer care?
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.