Largest Social Media Marketing Firm
2019
SPS DGTL
DXE Challenges, Solved.
Do Any of These Things
Ever Cross Your Mind?
“Finding the actionable customer complaints are like finding a needle in a haystack.”
“We want to explore AI chatbots and RPA but aren’t sure we have the right foundation.”
“We are looking for an inbound digital aggregation and management software package.”
“Our inbound digital volume is rapidly rising, and we have a hard time keeping up with potential PR threats.”
“We want to find ways to increase customer satisfaction and decrease churn.”
“Inbound digital is driving a lot of cost and complexity, and we are looking to improve DXE and reduce costs.”
Our Solution
SPS DGTL can monitor inbound digital volume to understand trends and issues or manage harmful messaging. Our chatbot and task automations can filter digital volume key words in real-time to focus on actionable customer comments or complaints.
SPS DGTL’s experience and stacked solutions for AI chatbots and RPA will prep your brand with the fundamentals of digital customer service with a personalized knowledge base, transcript history, and NLP/NLU capabilities to drive your chat and task bots.
SPS DGTL’s proprietary digital monitoring platform ENGAGE was built with inbound engagements as the top priority, making third-party collaboration, conversation threads and history, user escalation, and assigned items easy for both you and our agents.
When incoming digital volume becomes too difficult and spreads across non-standard business hours SPS DGTL steps in and provides 24x7x365 support to ensure every customer gets the service they need and becomes more loyal with each interaction.
Thirty-one percent of customers who have a bad customer service experience will post about it online. SPS DGTL digital customer service increases leads for more customer loyalty, brand advocacy, and customer satisfaction, decreasing churn by 27%.
SPS DGTL’s digital customer service can provide businesses with a cost savings of 63% compared to phone customer operated support. Not only does switching to digital save you money, it’s 167% more efficient, as digital agents can resolve customer service issues faster than voice agents.
Select a customer service challenge and discover our unique solutions
Our Services
Consulting
Whether you have online experience, or you’re just getting started, SPS DGTL’s seasoned team and advisors will bring your program to the next level. We can help manage your digital customer experience program or complete a roadmap for your own AI-enabled service automation. We’re ready to take on any people-powered or tech-enabled project.
- Digital Experience Current State Assessment
- Process Design
- Tool Selection
- Service Automation Roadmap
Digital Customer Care
Today’s consumers never sleep, go digital first, and expect service on-demand in real-time. Our multilingual team works around the clock 24x7x365 to provide solutions to your customers when they expect it. We evaluate every incoming comment, review, and engagement, then categorize, service, and share them to the right people in your organization.
- Fully-Integrated Digital Care Platform, ENGAGE
- People Powered 24x7x365 Digital Customer Service
- Ad Campaign Comment Moderation
- Online Review Management
- Off-Page Interaction and PR Monitoring
Service Automation
Not every customer service interaction requires human contact, especially when digital volume can reach unmanageable heights. SPS DGTL service automation provides an omni-channel experience with advanced technologies like AI-enabled chatbots and robotic process automation to improve customer satisfaction, reduce complexity, and control costs.
- Chatbot Design and Implementation
- Service Automation with RPA
- Intent Design and Live Agent Integration
- Centralized Knowledge Management System
Social Listening and Reporting
SPS DGTL’s tools listen to your customers’ emotions and opinions while developing meaningful data from text pulled from your digital community. Advanced text analytics can measure customer opinions, reviews, and sentiment while being a safety net for potential public relations, or a brand-damaging crisis with our 24x7x365 monitoring service.
- NLP Text Analytics
- Powerful Insights and Social Listening
- Real-Time Trend Identification and Keyword Recognition
- Sentiment Analysis and Customer Satisfaction
Small Business Solutions
Are you a small to medium-sized business? Check out DGTL Local, our digital solutions created specifically for small businesses. DGTL Local gives you access to our proprietary digital engagement platform, ENGAGE, as well as world-class creative capabilities, and around-the-clock service for your customers so you can succeed on social media at a fraction of the cost. Save time, stand out from the crowd, compete with companies 10 times your size, and grow your business with DGTL Local’s social media solutions.
Do More Without Spending More
$600k Net Savings for a client who switched from phone base to digital customer service
63% Cost Savings for Digital Customer Service over traditional phone support
67% of Customers consider using digital networks to seek resolutions for issues
Message our team for more information:
Software at a Glance
Company
Customer
Customer
Meet ENGAGE
ENGAGE is SPS DGTL’s digital customer service platform designed for our own customer service team. ENGAGE consolidates conversations from across your business’ social media profiles and other digital channels, helping your team connect with customers, solve service issues, and analyze the conversation with detailed reports.
Schedule Your Demo
What Our Clients Are Saying
Social media is on 24x7 & VIA’s transportation services are too. With SPS DGTL, we were able to facilitate a new form of communication with our riders to connect with us whenever!
Our company services almost everyone in Texas on the I-35 corridor. Having SPS DGTL work with us & our customers makes us a local name wherever they call home at any time that is convenient for them.
SPS DGTL helped spearhead the social media efforts of our brand. They support & assist with many after-hours text messages, handled crisis situations with a steady hand, & led the charge with grace.
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