Facebook comment. Quote tweet. Email. Instagram DM. Voicemail. Customers will complain anywhere and everywhere they can.
Our full-circle approach ensures that our customer service support team monitors every digital touchpoint that your brand exists on and responds to all customer questions, comments, or issues in your brand voice, with a full understanding of your business, and your products or services. All responses are in accordance with carefully developed process guidelines for the most efficient and impactful resolution possible, while coordinating with the rest of your marketing team for the most accurate response.
Thank you for your note, <customer’s first name>! We appreciate you emailing us in response to the reply we left on your Facebook comment after the tweet you sent. Now that we’re connected, we see your order and can ensure you that the package is on its way. You can follow it via this tracking code. If it doesn’t arrive in the next week, please do not hesitate to email us, as it will be the easiest way for us to take next steps on resolving this matter. Speak soon!
Our customer service team is proudly based and employing team members in Canada 🇨🇦 – we do not outsource overseas!
Unlike other “help desk” agencies who outsource, we offer well-spoken, educated, and intelligent customer service representatives and community managers based in North America so you can trust that your brand is carefully managed online. Our stringent hiring processes ensure that we only hire individuals who are articulate, who have great writing abilities, with critical thinking skills and a problem-solving frame of mind.
Along with our hiring requirements, our customer service team goes through rigorous training on our proven customer service protocols, softwares, and best practices, as well as training on each individual client. No two business are alike, and our team is given the tools to properly handle every situation for each brand we manage.
Our one-time setup fee ensures we are set up for success by creating customized and tailored business process documentation for cross-team use, while installing and configuring your customer service software tool of choice. Once complete, we’ll begin answering all customer services inquiries as per the approved processes in your brand voice.
Our customer service support includes:
→ Audit, & Optimization
→ Process Documentation & Updates
→ Installation & Configuration
→ Fulfillment, Third-Party Integrations & Liaising
→ Omni-Channel Support
→ Trends & Escalations
"Simply put, Jessica is an exceptional professional. Relentlessly efficient and effective in her work, she embodies the smart, capable, driven individuals I'd always hoped to manage. Through her capacity and tenacity, she continually expanded her responsibilities [...] Why? Because we knew we could count on her to figure it out and deliver. Beyond being a terrific employee, she's also an incredible person -her dizzying array of societal contributions (through her non-profit work) far outstrip - in meaning and impact - anything I could say about her professionally. Hire this woman."
We've been working with Jess and her team for a few years now. They handle all of our Social Media, Google Ad Campaigns, website updates and have also helped design print ads when needed. I am particularly impressed with their use of modern software to share ideas and feedback on social media campaigns, their prompt response to all emails and social media posts, and above excellent customer service. They are fairly priced and have taken a huge weight off our shoulders in handling all of our digital marketing needs.
I have had a great experience working with Jess and her team for the past 3 years managing all social media activity for one of my clients. Super organized, responsive and proactive. Very in touch with current trends (and keeping me up to date too!) The customer service team also helps make sure that no customer queries are missed and there response times are better than we could ever do. Its great to have that trust in your partners!
"You are really good at what you do."
"Jessica 'gets' the startup environment and works efficiently to drive progress on the initiatives she's responsible for. She's able to effectively stay on top of many different projects and coordinate across multiple stakeholders to ensure nothing is missed. She's a confident, ambitious professional who gets things done and can deal with challenging situations and navigate tough conversations."
My experience with insocial has been absolutely wonderful, exceeding our expectations in every aspect. They can take your vision and quite literally bring it to life. I highly recommend Insocial - Jess and her team to anyone considering launching a brand, or simply needing a professional team to develop and execute "everything" online. Developing content, strategy, imagery etc.. True partners!
"I've been able to work with Jessica on multiple projects. Jessica demonstrated great ability to communicate between clients and myself, making sure all aspects of each project were covered explaining and providing all assets needed to get the job done in a timely manner. "
"I have had the pleasure of working with Jessica since May 2013. In this time she has proven not only to be a bright and capable Digital Marketing Specialist, but she also has the instincts required to deliver results. I strongly recommend Jessica as she is a definite asset to any organization."
"I had the pleasure of having Jessica as a student [in] NYU's graduate program. [She] distinguished herself in both the Financial Management and Analysis and Executive Leadership classes. A natural leader, Jessica is the former president of her sorority and she took an active role in organizing class activities and programs. Other students were naturally drawn to Jessica because of her empathy, her warmth and her naturally caring ways. She is smart, talented, hard-working, reliable and a pleasure to work with. I recommend Jessica Grossman without reservation."
"Jessica is a star!"
I’ve worked closely with the In Social team on a variety of projects including website design, graphic design, customer service and social media management - and I’ve seen first hand the team’s hard work and commitment to success. As a team that has their finger on the pulse of the newest tools and trends, they use these insights to develop show stopping client campaigns that drive awareness, consideration and ROI. Most importantly, they are a fun group of professionals that have a good time doing what they do. Highly recommended!
"Jessica has tremendous talent and even greater work ethic. She has a very strong grasp of emerging media and will add unexpected value to any professional team she joins."
"I have much respect for Jessica. I have introduced her into several challenging work situations and have always been impressed to see her organize, clarify, and energize the team she is working with. She is a natural marketer and team leader as well as a logical thinker and an inspiring problem solver. I recommend her highly in regards to early-phase creative business development, marketing, digital strategy, as well as PR. She is a powerful force to have on your team."
In Social has managed Customer Service on our website for over 1.5 years, and we couldn't be happier. Every team member we've worked with has been patient, courteous, and friendly. They're willing to go the extra mile to help with testing and happy to complete any adhoc assignments with zero fuss and complaints. We're so confident in their abilities and the quality of service they provide, we let them operate with minimal monitoring.
"Jessica has been a pleasure to work with. [Her] insights into how customers and users can perceive marketing materials helped create our product for launch. I would highly recommend Jessica, as she naturally rises to the occasion when presented with something she is passionate about."