Whitepaper

Effectively managing the volume of social media activity


As requests for issue resolution via social channels increase, brands must combine tech with talent to meet online customer demand

Effectively managing the volume of social media activities whitepaper cover
Graphic of expected growth for AI in social media

Insight 1

Leverage AI and automation to increase productivity

AI for social media has been projected to grow from $633 million in 2018 to more than $2.1 billion by 2023. With automated processes, agents and operations become more productive by increasing response rates and response times.

Insight 2

Hire social-savvy CX professionals to represent brand voice

The right type of human talent is integral to a successful social care strategy. When companies envision the perfect persona behind their posts, recruiters can create the ideal candidate profile.

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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

UKCCF Award Silver Winner

Excellence in Customer Service Award 2022

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