Social Media Managed ServiceDrives Revenue

CASE STUDY

Customers are demanding social media customer service now

more than ever before. Having a presence on social media isn’t

enough. Brands must go beyond reacting and start engaging.

90%

Social Customer Service

Our Client A fast growing e-commerce retailer that uses proprietary technology

to match customers with better-fitting apparel for easier, hassle-free

shopping.

The ChallengeOur client invested in Facebook advertising, but didn’t have a way to

engage with customers who responded to a sponsored post, and then

track the ROI achieved as a result. Revenue and conversion

opportunities were being missed, which led our client to ContactUS.

SocialCX Managed Service Drives Revenue

614.984.2399 contactusinc.com

The GoalCreate a superior, engaging customer experience on social media while

driving incremental revenue.

30%

OF CUSTOMERSWILL GO TO A

COMPETITOR IFA BRANDDOESN'T

RESPOND VIASOCIAL MEDIA

63%

OF CUSTOMERSEXPECT

COMPANIES TOOFFER

CUSTOMERSERVICE ON

SOCIAL MEDIA

OF CUSTOMERSHAVE USED

SOCIAL MEDIATO

COMMUNICATEWITH A BRAND

Quantify Inbound Social Volume and Response

Identify Sales Opportunities

Sentiment Analysis

Robust Reporting

Advanced Analytics Data Correlation

Wardini, Josh. “4 Reasons Social Media Is The Future of Customer Care [Infographic].” Online Marketing Institute, 2Jan. 2018, www.onlinemarketinginstitute.org/blog/2017/10/4-reasons-social-media-future-customer-care-infographic/.

Results

SocialCX Managed Service Drives Revenue

614.984.2399

ContactUS Communications is a U.S. based contact center services organization supporting

global brands across a variety of industries. We deliver outsourced customer care, inbound and

outbound sales, customer retention and win-back programs, as well as technical support.

We are not a commodity player. We are not an answering service. We provide dedicated

customer service staff, supervision and management to measurably improve our clients’

business. All while maintaining an efficient cost-structure. We accomplish this through the

highest quality service delivery, investing in world-class technology as a competitive

advantage.

About ContactUS

contactusinc.com

ContactUS crafted a proprietary software solution, SocialCX, and paired it with proactive,

reactive and interactive brand ambassadors to provide a managed service, not just a

monitoring platform. Compatible with all major social media networks, SocialCX brand

ambassadors are able to engage, sell, escalate, react and respond on social media.

ContactUS delivered a rapid implementation of both software and managed SocialCX service

to our client in less than 30 days.

The ContactUS SocialCX Solution

95% Service Average

More Than Doubled Social Conversion Rate

Exceeded RevenueBenchmark Within 90 Days

Average Order ValueIncreased 35%