SPS DGTL, a division of Y&L Consulting, now offers a proprietary online customer engagement platform available to clients who have subscribed to their digital customer service turn-key managed service. SPS DGTL offers 24 x 7 x 365 online monitoring of social commentary made on various social websites about a client’s company, brand, products, employees, etc. and then responds on behalf of those clients directly to their customers. This outsourced service allows the client to proactively and timely respond to online comments without having to make it a formal internal process or add on to Customer Service responsibilities.
The new, Engage, platform allows SPS DGTL customer service agents to take a client’s customer offline and engage with them directly to help resolve their issue. In addition, when a client’s customer’s issue need to be escalated, the SPS DGTL customer service agent can, in one click, forward the conversation and notes to a customer service agent at the client’s site post integration with the client’s customer service application.
To learn more about Engage and SPS DGTL, visit www.spsdgtl.com/enterprise/engage-platform.