Social-Led Customer Care Services

At B Squared Media, we’re big enough to handle your social-first customer care needs and small enough to care. Think conversation, not campaign.

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We’re the conversation company.

Tree 4 Strong

How does your customer care stand out?

Take our quick quiz to find out if your Social-First Customer Care services are transforming your social media efforts by nourishing your would-be and current customers or if you have growing and pruning to do.

For most companies, your employees are only available during hours Monday through Friday, and there’s no one to keep an eye on things over the weekends, on holidays, or before or after-hours.

That’s where B Squared Media comes in.

Our social-first customer care services can add to your bottom line and take you beyond the reactiveness of “customer service” by applying proactive measures to meet your customers’ needs, including:

Monitoring your channels before/after-hours (or during “regular” hours), weekends, and holidays

Using social listening to offer personalized services + data collection

Educating the customer about your products or services + educating internal teams on qualitative and quantitative data around your brand, industry, and competitors

Utilizing chatbots to decrease human capital and increase answers to frequently asked questions (FAQs)

Using AI (artificial intelligence) to highlight customer sentiment

  • Where you’re delivering an exceptional customer experience (CX), what topics potential customers want you to nurture them with, and building loyalty and advocacy among your buyers
  • Where you’re delivering a poor experience and potentially driving your customer to your competitors
  • Areas where you can improve share of voice

Recognizing and rewarding loyal customers, advocates, and influencers

When I look back on this crazy year, I am so incredibly thankful that the B Squared Team has become a part of the Brother family. With their help we have significantly increased response times across several of our top social accounts, truly demonstrating our At Your Side service philosophy. Additionally the one on one personalized engagement has allowed our customers to understand that we are listening and our communities are very important to us. The B Squared team no matter what is thrown their way have provided service with a smile even when people haven't been very nice. Thank you B Squared - You are all truly AWESOME SAUCE!!!!

Kelly Hodrick

Manager, Social Media Strategy at Brother International

Online Customer Care Client

Conversations and the Digital Customer Journey

Thinking of social media channels and the critical conversations taking place there, you can see how conversation plays a part in every step of the digital customer journey. You’ve probably heard the term “conversational marketing” — and that’s at the heart of our Social-First Customer Care services. Think of conversational marketing as having real-time conversations with your would-be or actual customers. It’s that simple. This is how B Squared Media “thinks conversation” at every stage of the digital customer lifecycle. The question for you is: How are you delighting your customers?

Conversational Customer Service

Our team is the partner of choice for online customer care with many recognizable and sizable brands! Book a chat with Brooke (our CEO) today to transform your reactive customer service to proactive customer care.

A simple hello can lead to a million things.