JT needed help to provide an improved customer care service over social media. They also wished to neutralise negative sentiment across all social media channels and migrate complaints about the company to its own channels, enabling them to gain insights and respond more quickly to customers. The solution:
- Created a full process that integrated seamlessly into JT’s existing customer care model.
- Implemented, optimised and maintained a full social customer service using Salesforce Service Cloud, Salesforce Social Studio amd Salesforce Social Hub.
- Trained the JT team to administer Salesforce and handle social media customer care internally.