Social media has now become very strategic in the field of customer relationship management for all types of industry. It can enable your company to foresee and address issues before they occur, detect new market opportunities through direct interaction with your customers while handling their complaints and requests in real-time.

Experts in customer experience, PCCI have designed a comprehensive services range that helps you integrate Social Media into your multi-channel customer journey.
Through social media, our highly skilled agents deliver service excellence in order to help you create competitive differentiation.

Our social media management approach is based on:

• Listening to your customers and your competitors (e-Reputation)
• Publishing the right message at the right time
• Engaging your customers on their journey

Our core competencies include:

• E-reputation monitoring
  Collection and analysis of relevant posts and conversations, reporting, identification of reasons for dissatisfaction, identification of competitors best/worst practices

• Management
  Engagement, monitoring, community management

• Loyalty building
  Promotion of your brand ambassadors, engaging your communities

• Customer care
  Complaints handling, crisis management