Report

Top brands are building customer loyalty online


Frost & Sullivan research into customer service leadership sheds light on how they are succeeding, and social customer care is key.

Frost & Sullivan award report cover

Is your social media team equipped to protect your brand, nurture customer relationships, and gain insights from online feedback?

Frost & Sullivan lauded HGS’s social customer care services in its 2019 customer service best practice benchmark report.

The Frost & Sullivan team notes that, “HGS has identified five critical components of HGS EPIC™ Social Care experiences. Key among them is speed…HGS’ deep knowledge of technology and automation enables it to focus the client’s available resources on the most impactful content for the brand to address first.”

Learn about some of the hallmarks of winning social media customer care in an excerpt from Frost & Sullivan’s research report.

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A structured, EPIC™ Social Care solution can make all the difference in building customer loyalty online


EPIC™ Social Care is HGS’s online reputation management approach that supports social media oversight at large scale to build positive brand image. This unique, award-winning solution combines industry-leading platforms and artificial intelligence with strategies proven to drive exceptional outcomes for the world’s largest brands.

HGS EPIC™ Social Care is helping large global enterprises transform brand management with a proven approach to online engagement by:

  • Achieving faster response times and improved response rates
  • Using AI to filter non-actionable mentions
  • Leveraging automation to route the right mention to the right team members
  • Training agents to spot mentions that could be a crisis or damage a brand
  • Decoding the voice of the customer to inform smarter business decisions

HGS social care experts recently revealed some of the secrets of delivering EPIC™ social media engagement at scale. In addition to reviewing the Frost & Sullivan report, learn more about our winning approach through an on-demand webinar

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Awards and recognitions

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

IAOP 2020 award badge

NelsonHall NEAT Leader award 2019

Excellence in Customer Service Award 2020

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