From chatbots to queue management, we’ve got you covered.
Outsourcing comprehensive digital customer care service will save you money in traditional staffing costs while assuring your customers walk away at the end of the day with a good thing to say. We are your after-hours eyes and ears so you don’t have to be.
ICUC’s expertise lies in a balance of automation and humans merging together with a solid workflow and coordinated effort to provide the optimal customer engagement on social, website, or eCommerce platforms. From chatbots to queue management, we’ve got you covered.
Cut traditional staffing costs by 43%
Offloaded 25% of caseload volume
Transformed a 2-hour SLA to 1 hour and 25-minutes
What drew us to ICUC was a number of things – notably the quick SLAs they offer. We are very responsive to our customers and want to ensure we have a partner that is equally as responsive. ICUC’s business model and structure provide extensive support for that feature.
Hedy Long, Director of Advertising, Safelite
Ready to turn your social media channels into a force for your business’s success? We’re here 24/7 to engage your customers, build your reputation, manage any level of crisis, and more.
Our digital customer service solutions fall within our community management umbrella of services. We provide speedy, efficient, and brand-aligned customer support across any channel you have, whether that’s through text messaging, email, social media channels, or your website. Our customer support specialists support newer platforms as well, from discord to twitch to virtual gaming. Digital customer care is an important part of your broader social and online strategy.
Hiring an agency to provide top-tier digital customer service improves customer satisfaction and online sentiment, improves conversion rates, protects your brand reputation, and costs less than if you were to do it alone by streamlining your service package.
Once we create community guidelines and communication templates that fit your brand voice and business goals, our team is responsible for communicating across channels, 24/7, all year long. We develop a tiered system of issue management. When the issue is worth escalating, you will know it promptly. Our end-of-month reports include data-rich information you can take to improve your marketing efforts and audience understanding across the board.
Our customer service capabilities extend beyond Monday through Friday. We cover your customers all year long, around the clock, and scale to your needs. We have hundreds of team members around the globe so no time zone goes unchecked.
Our pricing model is based on several variables:
What channels are you looking for data from?
Is there a tool or will our team have to manually support gathering data?
What are your business goals?
What kind of cadence are you looking for? Weekly, monthly, or campaign-based?