Social Media Support Services
Global Reach offers outsourced, omnichannel customer support services, providing tailored solutions across various social media platforms. We supply and manage skilled agents who align with your customer service needs — all while keeping costs low.
Our flexible service model gives you access to a broad pool of agents, with the ability to scale resources up or down based on demand. Whether it's on Facebook, Twitter, Instagram, or through trusted phone support, our agents ensure your customers get the help they need, so you can focus on growing your business.
Scalable Customer Support
Our flexible support model allows you to adjust agent resources in response to seasonal fluctuations and sudden shifts in demand. With our experienced agents, your customers receive seamless support across multiple channels, ensuring their queries are handled efficiently — so you can focus on growing your business.
How We Can Help
We understand that your customer service is the public face of your business, especially when customers reach out with questions or concerns. On social media, this visibility is even greater. Unlike private interactions over the phone, email, or live chat, social media support is out in the open for everyone to see. It’s becoming essential, too — with 40% of holiday shoppers more likely to buy from brands they can easily message on social media. For any modern business, providing helpful, friendly, and prompt social media support is key.
Example Use Cases
Support Wherever Your Customers Are
Customers don’t always choose your preferred social media platform — they reach out on the one they’re most comfortable with, whether that’s Facebook, Twitter, or Instagram. So, you need to be ready to engage with them wherever they are, with the right information and a prompt response.
Global Reach empowers you to design your own channel strategy. Our agents are trained to engage with your customers on the platforms that matter most to your business, ensuring quick, accurate responses and an exceptional experience every time.
Brand Presence in the Public Eye
The internet has made customer queries and reviews public, and social media is taking that even further. Customers now bring their issues and questions to platforms where everyone can see — and weigh in. A misstep here can mean a problem that’s visible to your entire audience, not just a single customer.
Our expert agents are trained to understand your business thoroughly and represent your brand online with the same level of expertise. They’re also skilled in adopting your brand’s tone and style, ensuring a consistent voice across all public interactions, so you can confidently address customer queries and maintain a positive public presence.
Building Direct Customer Relationships
Social media is all about connection — with people, and increasingly, with businesses. Brands are fully aware of this, using their social media pages as essential touchpoints. It’s not just about reacting to customer comments; it’s about proactive engagement through replies and responses
Whether a customer leaves a negative comment, mentions your brand, or simply wants to interact, our agents are trained to respond across any channel of your choice. They’re not just ready to engage, but to do so in your brand’s tone and style, ensuring a consistent and authentic customer experience
Around-the-Clock Support
Customers reach out when it suits them — and that often means outside of regular business hours. Social media never sleeps, and your customer service shouldn’t either.
With our outsourced and distributed support model, you don’t need to maintain an overnight in-house team. Our agents are available around the clock, ensuring that no late-night or early-morning query goes unanswered — all without the added overhead.
Instant Response
59% of brands respond to tweets within 15 minutes — because social media is built on immediacy. Customers expect faster replies on platforms like Twitter and Facebook than they do via email. To deliver exceptional support, your business needs to meet that expectation.
With our scalable model, you get the right number of agents, at the right time. There's no need to overstaff during slow periods, but when demand spikes, you can scale up quickly to maintain fast response times and keep customers satisfied.
Customer Assistance
Yes, social media may be a newer channel for customer support — but the questions customers ask, and the support they need, remain the same. They’re still looking for quick answers and effective solutions.
From discount codes and delivery updates to payment issues and complaint resolution, our outsourced model ensures you're ready to respond anytime — day or night. With access to a diverse pool of skilled agents, you get the right people in place to resolve issues efficiently and deliver a consistently excellent customer experience.
How This Benefits Your Business
No matter how your customers choose to reach out — phone, chat, email, or social media — you need the ability to respond effectively. Our omnichannel support gives you the flexibility to design a channel strategy that fits your business, ensures seamless customer experiences, and keeps costs under control.
Client Satisfaction
Customers expect you to meet them where they are — and it’s not enough just to show up. They want quick, effective solutions to their problems. In other words, they demand top-notch customer support.
This is especially true on social media. When you resolve an issue on these public platforms, you’re not just helping the individual — you’re showcasing your brand’s commitment to customer satisfaction to the world. A happy customer becomes a visible endorsement of your service.
With our well-trained, scalable social media support team, you can handle high demand, providing timely responses, accurate information, and maintaining your brand’s voice throughout.
Flexibility in Support
In today’s world, social media is the go-to for many customers seeking quick answers. Whether it's a tweet or a Facebook message, they often prefer reaching out this way rather than picking up the phone. During peak seasons or high-traffic times, the volume of these messages can skyrocket quickly.
With Global Reach flexible, outsourced customer service model, you can effortlessly scale up to handle the influx of inquiries — and just as easily scale back when demand decreases. Our agents are deployed swiftly and fully trained to represent your business with the same knowledge and care as your in-house team.
With this dynamic support model, you only pay for what you need, ensuring you’re never over-committing resources, yet always ready to meet customer demand.
Need assistance with handling customer interactions on social media?
Social media can be challenging to manage effectively. Our flexible pay-as-you-go model lets you customize your customer service solution to fit your business’s specific needs while keeping your customers engaged.