Engaging the Social Customer

Riff is a pioneer in high-performance social customer engagement.

Our services
News
Tuesday, 5th September 2017

We are RIFF.

RIFF formerly known as The Webcare Company, Jaagers and Tribal, provides custom solutions for the complete online customer journey. We are a pioneer in high performance social customer engagement. Combining technology with operational expertise and social customer journey design, we work with international clients to create highly effective social customer operations. Through a portfolio of partnerships with leading players in the social space, we provide access to a comprehensive range of social technologies including the Salesforce Marketing Cloud. We (take) care about your webcare.

Bright solutions for the complete customer journey

But we do so much more. With a team of 170 online professionals we provide tailor made solutions for the whole online customer journey. We’ve expertise in search, online advertising, content marketing, conversion optimization and web building. So whether you’re looking for a brand new webshop, to boost your online business or take your engagement management to the next level, we got it

Like to know more? Meet RIFF.

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About us

RIFF

RIFF, formerly known as The Webcare Company, is a pioneer in high-performance social customer engagement. Combining technology with operational expertise and social customer journey design, we work with international clients to create highly effective social customer operations either within our clients’ own organisations or outsourced to our own Amsterdam-based Social Customer Engagement Centre. Through a portfolio of partnerships with leading players in the social space, we provide access to a comprehensive range of social technologies including the Salesforce Marketing Cloud. Our clients include leading brands such as KLM, Philips, Volvo, Rabobank and PostNL.

Our services

Services we provide

When you work with The Webcare Company, you have a choice:  Work with us to design, build and optimise your own social customer engagement operation or outsource your requirements to us. Either way, you can be confident those operations will scale efficiently, keep pace with growing interaction volumes and deliver the connected customer experience your customers demand.

Outsourced & Cosourced Social Engagement

Our Digital Customer Engagement Centre operates 24/7/365, supports multiple languages and manages over 50,000 social interactions a month for international clients.

While other outsourcers have taken processes designed for voice and modified them, we’ve started from scratch, designing operational practices and processes centred on social.

Social service:  Our agents are your customers’ first point of contact on social to get questions answered and issues resolved. We deliver industry leading response times and ensure those responses are creative, relevant and a source of delight.

Social sales:  Social channels are rapidly being adopted as shopping spaces by your customers.  Our agents are expert in sales so, whether you want us to generate leads or close sales, we’ll move quickly to secure a buying decision.

Social brands:  We’ll work with you to extend brand reach, value and positive sentiment across social channels. By engaging with consumers in ways they value, we’ll grow your fan base and turn fans into ambassadors.

Building Social Operations

We’ll help you create a high performance social customer operation for your business; an operation that can manage social interactions at scale and deliver business value on both sides of the balance sheet. To do that we provide:

Technology: Through partnerships with leading vendors, including Salesforce, we’re able to design, integrate and implement the ideal technology environment for your social operation.

Professional services: We’ll advise on the technology you need and work with you to implement it successfully.  Implementation includes seamless integration with your CRM and business systems as well as training for your people.

Operational consultancy: We’ll help you build a social operation from scratch or maximise the performance of one you already have.  We’ll design the ideal operating model to deliver your social engagement strategy, and provide expert support to bring it into being.

Social insight services: We take data from social interactions and translate it into actionable insights that boost customer engagement and social business. We use these insights to create powerful customer journeys that encourage deeper levels of customer engagement and open up new revenue opportunities.