All automated and direct comments and messages are responded to in the voice of your brand persona. Any issues requiring a more nuanced response are directed to a feedback communications form. Based on their complaint, compliment, feedback, each form entry is sent to the appropriate department in your organization.
We craft automated responses while monitoring post comments and messenger contacts. Daily monitoring provides responses to messages and comments that require direct attention. Anything which requires deeper support are directed to your customer service contact form.
(Costs vary based on size of followers and product portfolio) Ask for a more personal support provided for your loyal followers and customers; all comments and direct messages which require responses are addressed within 15 minutes during business hours, and first thing at the beginning of the next business day.
Depending on which level best applies to your business, your platforms are assigned to a specialist who grows their familiarity with your business to ensure consistency and highest quality responses and support. A monthly report is provided to include follower, message, response, and status of issue (resolved, in process, unresolved, etc)
Most common issues that require a Customer Service Communications Package:
Automated responses are available and are recommended for platforms with more than 5,000 followers. Auto responses are crafted to align with your brand and policies.