Why Legendary?
It’s very simple…
Legendary experiences are the ones that leave your customers wanting to invest and reinvest in your brand. A strong social media customer engagement strategy creates memorable support experiences and meaningful connections that launch a domino effect of positive shares, likes, and mentions. Today, achieving legendary requires a blend of human ingenuity and automation, paired with design thinking, strategy, and the ability to scale.
VXI's CX Advisory team combines over two decades of omnichannel contact center expertise with a flair for all things social. Our domain experts and practice leaders pair in-depth system enablement experience with years of operationalizing social media customer care programs to help our brand partners achieve industry-leading results.
Improved response rates
Decreased response time
Increased customer LTV
Improved NPS/CSAT
Social Media Strategy & Consulting
Current State Assessment
Our team will evaluate your current state and conduct a benchmarking and gap assessment.
- People Assessment
- Process Mapping
- Technology Assessment
- Reporting / KPI Assessment
Future State Design
Next, our team will design a roadmap to achieve legendary and operationalize it at scale.
- Recruiting Assessments
- Training Creation
- Rules of Engagement
- Technology Optimization
- Quality Scorecard
- Reporting & Dashboards
Social Media Customer Care
Resolving More Issues in Channel, Fast.
Our team will monitor and engage both owned and earned mentions in search of common trends from customer service issues to frequently asked questions and complaints. Once uncovered, our team will react and respond using 5 key characteristics of legendary social care.
- Speed & Delight
- Personalization
- Empathy or Acknowledgement
- Resolution in Channel
- Fun, Witty, Relatable & Memorable
Social Media Community Management & Moderation
Increase Growth Rate & Active Members
Our brand ambassadors will develop and nurture the community by participating in discussions, finding new customers, and listening to the current ones.
- Day-to-Day Moderation | Rule Enforcement
- Customer Management | Questions & Issues
- Relationship Building | Experts & Influencers
- Content Creation | Thought Leadership
- Platform Management | Featured Answers
Social Insights, Listening & Triage
Listen to the Voice of the Customer in the social media landscape and connect across the enterprise. Share insights from competitors and product trends to inform operational business decisions.
- Get the Right Post to the Right Team
- Protect the Brand, Mitigate a Crisis
- Promote the Positive
- Provide Insight Back to the Enterprise
Insight & Social Media Resources
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