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Social media customer service: №1

Social Media Customer Support

Customer service in social media made simpler than ever with our targeted omnichannel contact centers.

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Simply Contact
Award-winning customer support company.

We follow the highest security standards according to PCI DSS, ISO 27001, and ISO 27701 (GDRP) standards.

The scope of our social media customer service outsourcing services

Customer support in messengers

Messengers are the most popular communication channels nowadays. They bring millions of customers to your brand. We help attract new clients and retain regular ones with customer support in messengers. We do what they expect the most: answering their questions to solve problems they face.

Facebook customer support

Facebook covers billions of people worldwide. Hardly any other social network makes the way to reach your brand shorter. We help utilize outstanding Facebook capabilities for customer engagement. Run your business and let professionals promote your brand through Facebook.

X customer support

Unlike other social networks, X (ex-Twitter) is not for fun. A single tweet from a respectful user can move entire industries back and forth. Users always take everything published on X seriously. Specific communication expertise is needed to use X for efficient customer support. We provide you with such expertise to satisfy your audience.

Outsourced social media customer service

By partnering with us, your brand gains access to a team of skilled social media customer service professionals dedicated to delivering prompt, accurate responses that leave a lasting positive impression on your customers. Trusted by industry leaders, government bodies, and non-profit organizations, we provide exceptional service quality, backed by deep expertise and AI-enhanced workflows, setting the standard for industry-leading customer support.

11+

Years of experience

600+

Agents on board

80%+

Customer satisfaction (CSAT)

>90%

Quality assurance (QA)

Benefits of outsourcing social media customer support with Simply Contact

  • Social media customer service: №2

    Improved response speed and availability

    With over 40% of consumers expecting a response on social media within an hour, fast response times are non-negotiable. Your social media contact center can work 24/7/365, ensuring your brand’s social media channels are always active, even during peak hours.

  • Social media customer service: №3

    AI-powered operations

    At Simply Contact, we integrate cutting-edge AI tools to ensure efficient social media customer service solutions. By automating routine inquiries, we free up agents to focus on complex issues, resulting in faster resolution times and higher customer satisfaction.

  • Social media customer service: №4

    KPI-driven approach

    We track and analyze KPIs such as response time, resolution rate, customer satisfaction score, and more. This KPI-driven approach ensures that we’re constantly improving, optimizing operations, and adjusting strategies to deliver exceptional outsourced social media customer service.

  • Social media customer service: №5

    Cost-effective social media contact center

    We always come up with solutions that ensure a streamlined, efficient service that boosts CSAT while reducing expenses. By combining our expertise with AI-driven tools, we not only automate routine tasks but also enhance the empathy and personalization in customer interactions.

  • Social media customer service: №6

    Multilingual support in 20+ languages

    Reach a global audience without language barriers. We offer social media customer support in over 20 languages, ensuring that each customer feels understood and valued, no matter where they are.

  • Social media customer service: №7

    Scalable support to meet demand

    Simply Contact offers flexible, scalable support to handle fluctuating social media activity, ensuring consistent, timely responses even during peak periods. Our adaptable staffing model balances service quality and cost efficiency.

Do you need more than just social media customer support?

We offer omnichannel and multilingual service...

  • Сalls
  • Live chat
  • Social media
  • E-mail
  • Messengers
  • Bots
Simply
You choose.
...in more than 20 languages
Hello! How can I help you?
Social media customer service: №8
Witam! W czym mogę pomóc?
Social media customer service: №9
Доброго дня! Чим я можу допомогти?
Social media customer service: №10
Hallo! Wie kann ich Ihnen helfen?
Social media customer service: №11
¡Hola! ¿En qué puedo servirle?
Social media customer service: №12
Bonjour! Est-ce que je peux vous aider?
Social media customer service: №13
Salve! Come posso aiutarla?
Social media customer service: №14

Our industry expertise

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SaaS

Continuous usability makes Software-as-a-Service solutions very sensitive. We help SaaS vendors keep their systems user-friendly all along with our professional customer service through social media.

Social media customer service: №16

Fintech, Blockchain & Cryptocurrency

Crypto projects remain immature and require explanations for users. We help them stay well-informed via social media customer care.

Social media customer service: №17

Aviation & Travel

Traveling by any means of transport is very dynamic today. Ever-changing travel-related datasets can perplex passengers. Our prompt consultancy prevents them from going astray.

Social media customer service: №18

Amazon stores

The assortment offered by Amazon is so abundant that buyers often face difficulties when choosing. Our social media customer support helps Amazon stores’ visitors feel confident amid the variety of goods.

Social media customer service: №19

Legal

Modern jurisprudence is complicated enough to make you feel incompetent unless you are a lawyer. Most people stay far from legal nuances. We support both plaintiffs and defendants with legal consultations through social media customer services.

Social media customer service: №20

Healthcare

Doctors need assistance in communication with patients the same as patients do with doctors. We use social media for customer service to assist healthcare organizations in staying efficient as well as patients in getting medical aid with ease.

Social media customer service: №21

Logistics & Delivery

Flows of goods cover the entire planet. They generate petabytes of data along the way. Our social media customer support facilitates handling such information for delivery organizations and their clients.

Social media customer service: №22

E-commerce

Online stores reflect the unstoppable trend that can hardly scale back. E-commerce is getting more sophisticated as it progresses. Sellers and buyers seek mutual understanding. We provide it via effective social media customer care.

Social media customer service: №23

Media & Entertainment

Competition is getting fierce in all industries. Media & Entertainment are no exception. They are involved in the never-ending battle for customers. We help them win with our effective social media support.

We've got you fully covered

Social media customer service: №24

Quality Assurance

Social media customer service: №25

Regular reporting and analytics

Social media customer service: №26

Recruitment

Social media customer service: №27

Uninterrupted operations

Social media customer service: №28

In-house training center

Social media customer service: №29

IT setup and maintenance

We are trusted by

Social media customer service: №30
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Have any questions?

Contact us to receive expert consultation, get a project quote, or see how your customer support can be taken to the next level while reducing costs.

Get in touch

We provide real results

Social media customer service: №38

110% increase in sales conversion rate

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Social media customer service: №39

6000 calls handled per day

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Social media customer service: №40

95% customer satisfaction

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Why choose us?


Social media customer service: №41

Expertise in Aviation & Travel, E-commerce & Retail, Fintech, Mobility & Delivery, IT, Gaming, and Government

Social media customer service: №42

Global presence across the UK, Poland, Bulgaria, Romania, Ukraine, and Moldova

Social media customer service: №43

11+ years of experience in fast, hassle-free project launches

Social media customer service: №44

Acting as an extension of your team, committed to your goals as if they were our own

Social media customer service: №45

Flexible 24/7 social media support for peak and off-peak seasons

Social media customer service: №46

AI-powered social media support for smarter, faster, and more empathetic CX

Social media customer service: №47

Future-ready solutions from our in-house R&D experts

Social media customer service: №48

Certified for PCI DSS, ISO 27001, and ISO 27701 (GDPR) compliance

Social media customer service: №49

Multilingual support in 20+ languages

Our awards & certifications

Social media customer service: №50

PCI DSS

Simply Contact is PCI DSS certified. This certification underscores our commitment to maintaining the highest level of security for all credit, debit, and cash card transactions. It is a testament to our dedication to protecting our clients' data and ensuring their personal information is always secure.

Social media customer service: №51

ISO 27001

Simply Contact holds the ISO 27001 certification, an internationally recognized standard for managing information security. This certification ensures that we have robust processes in place to safeguard sensitive information, providing our clients with peace of mind.

Social media customer service: №52

ISO 27701 (GDPR)

Simply Contact is certified under ISO 27701 (GDPR), the international standard for privacy information management. This certification is a testament to our dedication to privacy and data protection, ensuring our clients' information is handled with the utmost care and security.

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Continuous improvement of service quality

Continous self-monitoring of our efficiency and performance.

We collect and process feedback from our clients to identify possible bottlenecks in our social media support services.

Our project managers, coaches, and supervisors are always provided with the results of quality checks.

Regular training sessions for service quality improvements along with continous learning programs.

Adjusting our communication style to the specifics of each particular brand.

We provide high-quality social media customer support at scale: small/middle-sized companies and large corporations can rely equally on our professionalism.

Learn more from our blog
Social media customer service: №58
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2021-09-13
Social media customer service: №59
How to Improve Customer Service
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2020-10-01
Social media customer service: №60
How to Manage Remote Call Center Staff
Business Tips
2021-04-13
Reviews
Social media customer service: №61

We have chosen Simply Contact for their expertise and experience in the travel & airlines industry. Now Simply Contact provides multichannel support for our customers in multiple languages. Our cooperation gives us a reliable foundation for further scaling of our customer service activities. We do recommend Simply Contact as a well-qualified and responsible partner.

Ewa Danecka
Head of Customer Experience
Social media customer service: №62

METRO Cash & Carry Ukraine has been working with Simply Contact since May 2020. Currently Simply Contact’s support team handles up to 12,000 customer requests per month while providing a high level of customer satisfaction. They set up a CRM system that allows to accumulate customers queries through multiple channels and ensures security of clients’ data. Simply Contact proved themselves as a reliable partner and we appreciate their input in customer experience development.

Olga Syomkina
Customer Experience Specialist
Social media customer service: №63

We have cooperated with Simply Contact since 2014. From the beginning, Simply Contact was professional and reliable. They implement specific key performance indicators that ensured the highest quality of customer service. Innovative and effective motivation schemes implemented by Simply Contact for their own agents helped us to achieve ambitious goals. Yves Rocher recommends Simply Contact as a qualified partner in the field of customer service.

Marina Voloshina
Head of Client Marketing
Social media customer service: №64

Thanks to Simply Contact’s work, they manage to increase the Net Promoter Score and retained customers. They establish an effective workflow through excellent partnership and transparent communication. The team’s performance set them up well for a long-term collaboration.

Corissa Leong
SVP People & Culture, Travel Tech Company
Social media customer service: №65

Since partnering with Simply Contact, we have experienced an improvement in our customer support response times, a decent increase in customer satisfaction scores, and a considerable reduction in customer support expenses. 
They are attentive to our requirements and are quick to implement any necessary changes. Their team is not only professional and efficient but also proactive in addressing potential issues.
There is always room for improvement, but we are more than satisfied with the current level of service and support provided by Simply Contact.

Stacey Warder
Head of Support, Ditto Music

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    FAQ

    Why outsource social media customer support?

    Customer service in social media requires significant time and effort to be effective. Besides, confident communication skills and hands-on experience won’t hurt either. We believe that everyone should do their job: brands and entrepreneurs should build their businesses, while customer care professionals provide support services. Outsourcing social media customer care allows brands to focus on business development instead of spending valuable time on social media communications.

    What is the difference between social media support and traditional support channels?

    Unlike email, phone, chat, and other traditional support channels, social media responses appear primarily public. It allows a vast audience to track how you handle customer care issues. In addition, your response should be concise since social networks may have character limits (Twitter). Besides, social media users always expect an immediate reaction being hardly tolerant of delays in customer service through social media.

    Why hire social media BPO provider?

    Hiring a social media BPO provider allows businesses to deliver timely, high-quality customer support on social channels without the need for extensive in-house resources. A BPO provider brings specialized expertise in managing social media interactions, from handling inquiries to resolving issues quickly and efficiently. This means your brand can maintain a consistent presence on social platforms, responding to customers around the clock while your team focuses on core business functions.

    How to select an efficient social media contact center?

    To hire a social media contact center, start by identifying your business’s specific needs, such as the languages required, response times, and the level of automation desired. Look for providers who specialize in social media customer service and have a proven track record in your industry or with businesses similar in scale. Review their capabilities in AI integration and data analytics, as these tools can improve response efficiency, provide insights into customer behavior, and allow for personalized interactions.
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