From chatbots to queue management, we've got you covered. ICUC's comprehensive online customer service management ensures seamless interactions that satisfy customers and drive loyalty.
Outsourcing online customer service management allows you to meet customer needs more efficiently — improving satisfaction, reducing costs, and scaling your operations with confidence. At ICUC, we combine smart automation with human expertise to ensure meaningful customer interactions across social media, websites, and e-commerce platforms. Our global team delivers 24/7 personalized support that protects your brand reputation and builds long-term loyalty.
Dedicate more time to innovation, product development, and long-term growth while ICUC handles the frontlines of customer experience management. By outsourcing digital support, your brand can reduce internal workload and operational costs—businesses save up to 70% compared to in-house teams. ICUC’s agents become an extension of your brand, managing inquiries, reviews, and escalations so you can invest more time in strategy and market expansion.
Customer expectations span platforms—so should your service. ICUC delivers always-on engagement across TikTok, Reddit, LinkedIn, Discord, and more. With support in 52+ languages, you can confidently localize and scale without the overhead of hiring and training new teams. This omnichannel reach doesn’t just improve accessibility—it opens up new markets, improves global customer satisfaction scores, and boosts brand trust.
Digital brands don’t sleep, and neither do we. ICUC’s round-the-clock coverage ensures every inquiry is acknowledged promptly, even during holidays, weekends, or global crises. This uninterrupted support minimizes response lag, protects brand reputation during peak or unexpected moments, and improves key metrics like first-response time and average resolution time.
ICUC’s specialists are trained in your brand guidelines to deliver seamless, on-brand responses—whether managing a complaint on Facebook or answering a DM on Instagram. With AI-assisted workflows and human QA oversight, every interaction reinforces brand consistency, tone, and trust. Consistency across platforms leads to stronger brand equity and increased customer loyalty.
Our support agents don’t just resolve issues—they report insights. ICUC’s structured escalation protocols turn support tickets into trendspotting tools, surfacing recurring customer pain points and product feedback early. These insights empower marketing, product, and executive teams to make proactive improvements, reduce churn, and boost CSAT and NPS scores over time.
ICUC's full-service social media management keeps your digital presence proactive, protective, and performance-driven. From strategic planning to day-to-day engagement, we've got your brand covered.
Social media strategy: Transform your content and brand voice, optimized for audience engagement and cross-channel brand alignment.
Social listening: Monitor real-time conversations to uncover insights, trends, and competitive shifts.
Social media moderation: Shield your brand and community in any situation — including moments of crisis.
Community management: Nurture relationships and keep conversations flowing across all channels.
Online review management: Respond to feedback the right way, at the right time.
Consumer insights: Decode behavior and sentiment to refine your customer experience strategy.
ICUC helps restaurant chain Chili’s to quickly identify & react to a valuable outreach opportunity using our 24/7 social monitoring service. In a recent TikTok video, a babysitter mentioned the kids “think I work at Chili’s, and I don’t have the heart to tell them that I don’t work for Chili’s…!’”. Within 24 hours, ICUC pitched this to Chili’s outreach team so they could “send swag and a uniform and everything to show the kids and ‘prove’ that she had a Chili’s job. It was so cool.”
25K Items moderated
14K mentions tracked
1K Escalations / mo (avg.)
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?
Social media insights to your inbox
We take the most important developments and turn them into a curated, easily digestible newsletter delivered to your inbox quarterly.
Montreal
127 Rue Saint-Pierre, Montréal, QC H2Y 2L6
New York
150 E. 42nd St. New York, NY
London
10 Triton St. London NW1 3BF, United Kingdom
