Social media has become the go-to channel for customers to interact—both positively and negatively—with brands. As a result, the quick, two-way communication has changed the way customer service needs to operate.
Your customers expect a timely response, which puts pressure on your brand to handle social conversations quickly and effectively. That’s why it’s vital to have a holistic solution that allows you to meet your customers in their moment of need and on the channel of their choosing, while solving issues quicker and easier than ever.
MORE ABOUT THIS SERVICECreating a seamless customer experience
Customer satisfaction doesn’t just come from resolving issues. Along with combating problems, Merkle’s Social Customer Care solution for Salesforce allows brands to better engage with a high volume of social conversations. This includes being proactive in engaging with your customers through social listening and working to achieve a single view of the customer to better understand their behaviors and needs.
Social Customer Care benefits:
- Enhance your overall customer experience
- Retain, acquire, and upsell your customers
- Resolve service cases fasters
- Protect your brand’s reputation
Merkle incorporates Salesforce Marketing Cloud and Service Cloud products—including Social Studio and Automate—to develop a robust, cross-cloud solution that allows your social media and customer service teams to assign and manage tasks across social networks.
Automations and tagging structures provide teams with the ability to easily prioritize cases based on keywords and factors like social influence and sentiment, while ensuring the message is put in the right hands to solve the problem. Open comments are handled faster, while giving internal teams across your organization visibility into the status of responses. You’ll no longer receive emails asking, “Did you get that one?”
Merkle Social Customer Care services:
- Salesforce Social Studio account configuration
- Salesforce Social Studio Automate configuration
- Salesforce Service Cloud account configuration for Social Customer Service
- Social Customer Care enablement
When you sign up for a Salesforce Marketing Cloud training with Merkle, you tell us what you need. From there, Merkle trainers cover all aspects of the tools you need to know how to use. You’ll be trained in your specific platform environment, meaning you’ll receive hands-on instruction in the same view settings you’ll use every day in the Marketing Cloud.
It starts with a discovery call where we learn what you want to do in Salesforce Marketing Cloud. You share your goals and we tailor the training sessions to fit your wants and needs.
After the discovery call our training specialists will develop training materials which will be used as a guide for the training session.
During your session(s), we’ll breakdown the material into easy bites. You’ll learn exactly what you need to in order to create templates, upload image libraries, build content and campaigns, segment audiences, track sends and engagement, or generate reports. We’ll provide hands-on training, walking you through the platform and tools so you know what to do to get the job done. Additionally, upon completion of your training session we will provide you a copy of all materials that were covered.
With this completely customized curriculum, we’ll walk through everything together ensuring that the investment made in your employees empowers them with the knowledge and skillset to better connect with your customers.
For the past 20 years, Merkle has grown as a digital experience agency with a propensity to evolve to the changing digital landscape. Our full-service social media team creates strategies focused on people, personalizing the experience with brands to improve satisfaction and cultivate relationships.
We analyze purchasing preferences and behaviors to drive conversations, and our strategies make connecting with new customers a top priority. Our focus is to make sure social media never lives in a silo again.