St. Louis-based digital marketing and public relations firm Elasticity (GoElastic.com) has launched a new social media customer service product offering led by veterans of leading telecommunications, cable television, financial services and electric and gas service providers.
Elasticity’s service and processes – already being used by cable television and internet giant Charter Communications – was developed by veterans of the customer-centric utility, telecommunications, cable television and consumer retail industries in collaboration with Eric Ketzer, dubbed by Fast Company as one of the “5 Trust Agents Who are Changing the Face of Twitter” when he led the Customer Support Social Media team for Charter.
“Simply providing a storefront and number to call are no longer sufficient to meet the demands of today’s consumers,” says Ashton Beck, a 14-year customer service veteran with Verizon, Charter, Foot Locker and Champs Sports who will co-lead the offering. “Customers are everywhere online, and whether you like it or not, they are talking about you. We help manage these increasingly important engagements in social media that can have a long-lasting impact on a company’s reputation.”
Research in 2012 from eMarketer shows that 46 percent of customers want to solve their customer service issues when they are engaging with a brand in social media – a trend that is expected to continue to grow in the coming years.
Elasticity’s social media customer service program (DETAILS HERE AT ELASTICITY ONLINE SERVICE) will provide three levels of support: Direct, Response and Referral, and Consulting that is designed to help internal corporate teams get up and running based on best practices.
- Direct Support: Elasticity’s customer service professionals function as a member of the client’s customer service team, adopting billing system and troubleshooting tools to manage social engagements, as well as providing online brand trends tracking.
- Response and Referral: Elasticity will provide active responses to customers posting about a client’s brand and refer the matters requiring assistance to a team within the company that can provide a quick resolution, as well as providing online brand trends tracking.
- Consultation/Training: Social Media management consultation and training assist companies in developing online response techniques, establishing appropriate searches, building tracking tools; and developing reports that demonstrate the value of online social media team efforts.
“It’s easy to forget that a negative customer service experience often bleeds into social media circles and then dictates a broader perception consumers may have of a service provider,” said Elasticity partner and service co-lead Aaron Perlut, who spent a decade managing communications for electric and gas utilities Entergy, Carolina Power & Light, and Progress Energy. “We’re helping our clients meet their customers on their digital turf and assisting them more efficiently than ever.”
Elasticity is a digital marketing and public relations agency providing creative communications strategies that manages reputation and builds positive buzz for innovative growth companies large and small. The agency’s non-traditional solutions straddle new and traditional media, focusing on the mediums of social media, search marketing, and public relations, and sometimes roundhouse kicks. Elasticity works with a broad array of clients spread across diverse industries including Charter Communications, the St. Louis Federal Reserve Bank, H&R Block, SunEdison, Stifel Nicolaus, Anheuser-Busch, Capital One, Appistry, Cedar Creek, the St. Louis Regional Chamber, and a host of well-funded technology start-ups.