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.

Social Media – what is the reason for developing this communication channel?

Billions of social media users communicate to share their opinions regarding various events, products, and services. They also expect to find first-hand information about brands from other users and bloggers. Suppose a company or a product ignores social media as a source of customer feedback. In that case, such a short-sighted strategy can entail reputational risks. Negative opinions go viral quickly on social media. Allowing this to happen is hardly a wise approach in the days of total competition. Hence, social media customer support is critical for any brand that cares about a good reputation.

Hello!
γεια
Buongiorno!
Добрий день!
Bonjour
你好
Hola
こんにちは
Hei

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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 ISO 27001 and ISO 27701 (GDRP) standard.

Simply Contact
Services
Social media support

We Provide

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.

Twitter Customer Support

Unlike other social networks, 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 Twitter seriously. Specific communication expertise is needed to use Twitter for efficient customer support. We provide you with such expertise to satisfy your audience.

Take the Benefits of Social Media Support

Social media is essential for your brand awareness. Moreover, your social media activity is the best (if not the only) indicator of your business’s sustainable growth and success. But benefiting from social media requires hard work, experience, and special skills. Don’t waste your time with tries and errors. Just entrust your social media customer support to reputable professionals. Dozens of companies worldwide trust us because we provide the following:

>90%

Quality Assurance (QA)

10+

Years of experience

600+

Agents on board

80%+

Customer satisfaction (CSAT)

Offering omnichannel and multilingual customer support

Your customers can contact you through all existing channels...

Сalls
Live chat
Social media
E-mail
Messengers
Bots

Simply

You choose.

...in more than 18 languages

Hello! How can I help you?

Witam! W czym mogę pomóc?

Доброго дня! Чим я можу допомогти?

Hallo! Wie kann ich Ihnen helfen?

¡Hola! ¿En qué puedo servirle?

Bonjour! Est-ce que je peux vous aider?

Salve! Come posso aiutarla?

Our Industry Expertise

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.

Fintech, Blockchain & Cryptocurrency

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

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.

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.

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.

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.

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.

Ecommerce

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

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 Got You Fully Covered

Quality Assurance

Regular reporting and analytics

Recruitment

Uninterrupted operations

Inhouse training center

IT setup and maintenance

We are trusted by

We provide real results

Have any questions?

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

Get in touch

Why choose us?

Hands-on experience in social media customer care for any industry: Healthcare, SaaS, Fintech, Logistics

Client-centric style of service providing

ISO 27001 and ISO 27701 Data security certification

Fast launch with little to no staff onboarding

Highly scalable teams with dozens of agents

International operations in multiple languages

Uninterrupted clock-around services

Business-oriented customized solutions for improved cost efficiency

Our Awards & Certifications

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.

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.

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.

Continuous improvement of service quality

Careful self-monitoring of our efficiency and performance never stops.

We continuously 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 are a norm for all our staff

Adjusting a communication style to the specifics of each particular brand is our common practice.

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 – What Wonders It Casts

Customer Acquisition

2021-09-13

How to Improve Customer Service

Business Tips

2020-10-01

How to Manage Remote Call Center Staff

Business Tips

2021-04-13

Reviews

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

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

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

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

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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