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introduction

Social interaction management

We help our clients develop their social media strategies and interact with customers using social media. 

We manage our clients’ Social Media channels and interact with posts, identified through different social media networks, applying our people management and customer experience know-how to the social media environment to build customer loyalty and advocacy for our clients. 


OUTSTANDING RESULTS

How it works?

e-Performance Engagement stands on 4 pillars that will enable any company to make fast, efficient and seamless interactions with their customers on social media.

Strategy: Social Media must meets Company’s strategic goals, an alignment to define how e-Performance will support its clients to achieve its goals and how success will be measured need to take its place before the project starts.

Technology: We will define the best technology to engage with your consumers, track performance of the program, and generate insights.

Expertise: Social Media blurred the boundaries lines between Customer Care and Marketing, requiring professionals with a new set of skills, a blend of Digital Marketing, PR and Customer Service is required for a one to many relationship channel. 

Intelligence: Performance and conversations are constantly monitored creating a virtuous feedback loop that will drive the team to increase engagement and customer satisfaction.

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Our deliverables:

  • Alignment and creation of a Social Media Strategy line up with Business Strategy regarding Customer Experience and Communications.
  • Design of business processes to guarantee agility required for Social Media interactions.

  • Multichannel integration, providing customer with the best experience, building his entire profile and historical data to quickly respond to any demand.

  • Dedicated team of engagement analysts and coordinator with Communications, Digital Marketing and PR background.

  • Social CRM solution that controls Operations Performance, Team Performance and supports Social Media Management and integrates different channels.

  • Monthly Performance and Operations Report, including growth metrics, audience metrics, AHT, Response Rate, etc.

  • Proactive engagement with consumers who praise or complain about the brand and content generation according to Top Call drivers.