Prepare to protect: Creating an effective social media crisis plan

Planning ahead to anticipate potential customer issues requires brands to think strategically about social media response management in a crisis

Creating a social media crisis plan whitepaper cover

Impact of responding to reviews

Insight 1

Managing the risks of reviews

Failing to respond to consumer reviews is a major miss for today’s businesses. In fact, businesses that reply to reviews at least 25% of the time have an average of 35% more revenue and consumers spend up to 49% at companies that reply to reviews.

Insight 2

Plan to protect: Creating a crisis management plan

Prepare and document a crisis communication plan to ensure that all team members who handle direct messages and comments can solve customer complaints in compliance with your brand’s voice and strategy. The plan should be documented and socialized with all essential company stakeholders.

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Awards and recognition

HGS has received ample recognition and ratings for the transformational self-service experiences we’ve offered our 200+ clients across 10 industries.

Frost and Sullivan award 2020

European Contact Centre and Customer Service Award 2019 Finalist

Excellence in Customer Service Award 2022

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