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Social media has become the go-to channel for customers to interact—both positively and negatively—with brands. In fact, 67% of customers use social media to resolve issues with brands, and 60% expect a response within one hour. To meet those demands, Dentsu’s Social Customer Service solution leverages the power of Salesforce to solve cases quicker and easier while engaging customers in the channel of their choosing.

End-to-end social customer service

End-to-end social customer service

We incorporate Salesforce Marketing Cloud and Service Cloud products—including Social Studio and Automate—to develop a robust, cross-cloud solution that lets your social media and customer service teams 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.

Our solution includes:

  • Social Studio account configuration
  • Social Studio Automate configuration
  • Service Cloud account configuration for Social Studio
  • Social Customer Service enablement
  • Training
A seamless customer service experience

A seamless customer service experience

With more and more customers leaving email and phone calls as a method of customer service, you will now be able to engage with this higher volume of conversations, handle open comments faster, and give internal teams across your organization visibility into the status of responses. Our scalable and transparent solution provides you with an enhanced, single view of the customer, providing the ability to not only solve their customer queries today, but also prevent future issues and strengthen their customer relationships.

Our solution allows you to:

  • Enhance your overall customer experience
  • Enable the right associate to respond to issues
  • Retain, acquire, and upsell your customers
  • Resolve service cases fasters
  • Respond to the most critical cases first
  • Protect your brand’s reputation
  • Align internal support teams

From One of The Most Trusted Salesforce Partners

A 16-year Platinum Salesforce Partner, DEG is one of the only partners with the knowledge and capabilities to not only service every cloud, but also bring them all together into a cohesive experience. Our marketing and customer experience teams have helped brands across industries create more rewarding and lasting relationships with their customers through optimized customer service strategies.

As the hub of any digital marketing program, an ecommerce site is at its most effective when connected to and interacting with your other marketing channels. DEG is one of the only partners in the ecosystem with expertise across every cloud to help you connect and optimize your entire program.

Ready to meet your customers’ needs with a more impactful customer service solution?

Learn more about how your teams can communicate better, solve cases faster, and proactively build customer relationships to engender loyalty. Fill out the form to contact our experts and receive our Social Customer Service one-pager.

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