Social Media Services Might Be The Next BPO Wave
August 2, 2013
A social media strategy has now become a survival tool for almost all corporates and is proving to be a game changer in the BPO industry too. Companies are increasingly feeling the need to track social media conversations to understand consumer preferences and perceptions towards their products and services. Customer’s way of engaging with companies, is shifting from telephones and email to social and mobile applications.
Every corporate wants to know how, when and why they are being mentioned on social media platforms like Facebook, Twitter and LinkedIn by different consumers and BPOs are now helping them monitor this trend. BPOs are now proactively offering to monitor social media and reaching out through platforms including Twitter and Facebook as they manage customer relations for their clients. Social media-related services include running social media forums for its clients, where customers can engage in discussions about products or services, key-word monitoring and reputation management services.
When it comes to business, from launching to marketing to receiving feedbacks from customers, the social media has been an immense platform. Refusing to communicate by social media will be as damaging to a company’s reputation and customer service levels as ignoring an email or phone call is today.
That means BPO providers must hire and train the right people to manage these evolving communication channels because a good telephone agent isn’t necessarily a good social media agent. Customers expect clienting organizations to have the social media infrastructure to interact with them because it implies real time responses to posts, tweets etc. demonstrating to their customers they are actively listening.
How this works
The three business requirements of social media are listening to conversations, deep customer analytics and responding to conversation, all of which can be provided as a service. And this is where BPOs are seeing a business opportunity as they can provide all their clients the capabilities without them having to worry about hiring or investing in new resources to gain traction on social media.
So while it lessens the burden on corporates to adopt large capital-intensive structure, a well-placed BPO service provider can help a company to focus on selling and growing their business while they look after the social media elements, providing the infrastructure, processes, technology and intelligence to interpret customer data analytics and to respond accordingly.
Contact SLIM Enterprises for all your social media and business outsourcing needs. Call us at (416)858-3811 or email at firstname.lastname@example.org. You may also check our website here. There is never any obligation until you have found the perfect solution for your business.