Outsourced Social Media Management
The rise of social media has made it essential for businesses to engage with audiences on their preferred platforms. Whistl offers skilled agents and solutions to manage customer interactions across different online platforms.
What Is a Social Media Contact Centre?
A social media contact centre is a specialised customer service solution that handles customer questions, complaints, issues, and feedback on social media. At Whistl, we offer customer service outsourcing solutions to support your communications, including on social media. We provide flexible staffing and resource options tailored to your specific needs.
Outsourced social media management involves contracting a third-party provider to oversee a company’s social media activities across various platforms, including Facebook, Twitter, Instagram, LinkedIn, and YouTube. This comprehensive service includes managing customer enquiries, responding to them, and providing detailed analysis and monitoring. The primary goal of social media management is to establish or maintain a strong online presence, enhance brand awareness, and drive customer engagement. By entrusting these tasks to experienced professionals, businesses can ensure that their social media efforts are strategic and practical, improving customer satisfaction and loyalty.
The Benefits of Using Whistl for Outsourced Social Media Management
When you invest in a social media call centre at Whistl, your business has a lot to gain, which is why so many clients partner with us. Selecting the right customer service outsourcing company is crucial to effectively managing customer interactions and improving overall service quality.
-
Streamlined Resource Allocation
When investing in outsourced social media management, you can direct your in-house employees to prioritise other business tasks, ensuring you always use your resources most effectively.
-
Professional Contact Centre Agents
Our contact centre professionals have years of experience managing social media customer queries, so you can trust us to deliver exceptional service that encourages your customers to keep coming back.
-
Reporting and Customer Insights
Our detailed reporting and insights will help you make data-driven, informed decisions and enhance your service offering. Social media has become a hub of opinions, making it easier for our agents to track customer feedback and report valuable insights into your business.
-
Cost Efficiency
By outsourcing social media management services, we can help boost customer satisfaction and possibly conversions, allowing you to allocate your in-house employees to other business priorities.
-
Social Media Message Handling
We can tackle any peak periods in style, meaning your consumers always feel they are being listened to. By ensuring that no social media comment goes unnoticed, we can help you build stronger customer trust and a more substantial reputation.
-
Scalable Customer Service
A social media contact centre like ours can help you scale up or down to stay on top of your demand while maximising costs. By ensuring all your customers are responded to promptly, you can gain a competitive edge by showing how much you value their interactions.
Read Some of Our Contact Centre Solutions Success Stories
Whistl help TOCA Social build a smooth Guest contact experience
TOCA Social
How Micro Scooters Scaled-Up Its Customer Service Capacity
Micro Scooters
Whistl's Contact Centre Memberships and Accreditations
Need More Than Outsourced Social Media Management?
Need us to handle more than just your social media presence? Let us know what customer service supports your business needs, and we’ll craft a custom solution perfect for you and your customers.
Frequently Asked Questions: Social Media Support
Which contact channels can be managed?
We offer solutions across all customer communication channels, including phone calls, social media, email, live chat, and messaging apps. We can support on a single channel, multiple or across all channels.
How long does it take to start managing our customer service?
The timeline for a customer service program can vary depending on complexity and scale. However, a straightforward implementation could be within 4 to 8 weeks from contract signing to the first call. This includes training agents to become experts in your product/service.
Can your agents use our existing CRM and tech stack?
Yes, our team can integrate into existing integrations, and we ensure secure, real-time data synchronisation for continuity. Our team is proficient in working with leading customer experience platforms, including Salesforce, Zendesk, MaxContact and Gorgias. We would be happy to speak to you about your integration requirements.
What's your average agent tenure and why does that matter?
Whistl agents have an average tenure of 9-10 years, compared to the contact centre industry average of 1-2 years. The extended tenure allows our teams to resolve issues faster (first-contact resolution), understand your business better, and provide superior customer experience. Our clients benefit from consistent service quality and institutional knowledge that new hires can't replicate.