Social Media: the next big support

On July 12, 2013, in Outsourcing, by Business Development Group

Social media can act as another part of customer service not just a site for promotion and updates of products and services. Social media support can bring a more personalized, quick and fun business delivery.

This year’s ICT and BPO Conference held in Cebu talked on businesses’ change adoption through jumping into social media. Business leaders were advised to bring their skills in communication and innovation in social media campaigns. Leaders should have taken the advice since social media is showing great potential as a next big thing in customer relations and support management.

Related Article:

BPOs’ new lucrative income stream: Managing Twitter & Facebook for clients

On the latest report, some BPOs such as Aegis, FirstSource and Aditya Birla are now using social media platforms including Facebook and Twitter in managing customer relations. Even Convergys has been offering social media support to their clients by inserting expert’s opinion feature into their forums and blogs.

Customers nowadays are getting more demanding.  They set higher level of satisfaction when it comes to product and services and social media can be an effective interface to peek at customers needs, aside from conventional website support and toll-free hotlines.

In an article published by Economic Times, a prediction says that by 2015 more than half of contact centers will take social media as main channel of communication with customers.

With social media, clients, providers and customers can meet at once, could be in forums or comment boxes, discussing topics about products and services. Outsourcing service providers, aside from managing requirements with current clients, can also take advantage with social media in finding and getting new clients.

Availability of tools like tablets, smartphones, and portable computers allows customers to have more access to social media and websites. The fast growing number of social media user initiates the demand for social media support and would also mean higher need for social media management for providers.

Social media can act as another part of customer service not just a site for promotion and updates of products and services. Social media support can bring a more personalized, quick and fun business delivery.

Related Article:

Is Social Media Outsourcing The Next Big Opportunity For Call Centers?

More Filipino BPO workers using social media support, says Convergys

‘Jump into social media, adopt change’

Photo Attribution: By Frydolin

Photo URL: http://upload.wikimedia.org/wikipedia/commons/2/27/Facebook_and_Firefox.jpg

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