ICUC

Digital-customer-care

Digital Customer Service

From chatbots to queue management, we’ve got you covered.

Get covered with comprehensive digital customer service

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.

Adverse event reporting
Give other aspects of your business the attention it needs, knowing your customers are in safe hands
Establish a strong brand voice with cross-channel continuity that doesn’t skip a beat, and doesn’t miss a customer in need
Bring new customer touchpoints to life through our extended teams with 19 years of expertise
Understand product challenges and growth opportunities, with ICUC’s seamless customer care escalation system
Take time off on weekends and holidays, knowing ICUC is behind the screen 24 hours a day

OUR RESULTS

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 talk?

Book a Meeting

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.

I hit submit. What happens now?

  1. Expect to hear from our growth team in 24 hours.

  2. We’ll book a discovery call to identify your brand’s online business challenges.

  3. Once partnered, our team begins our 4-step onboarding process to build a custom program Addressed to your specific needs.

Connect with our team using the form below,
or give us a call at 1-800-710-2713.

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Digital Customer Service FAQ

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:

  1. What volume of content do you need ICUC to manage?
  2. What kind of response time (SLA) are you looking for?
  3. What channels does ICUC need to manage?
  4. Are responses scripted or unique based on situations?
  5. Do you need publishing/scheduling services?
  6. What are your goals?

As you can see, it takes a conversation to get through the questions above – fill out the form on this page and we can get started!