Should you include social media when you outsource customer service?

OABPO Blog Team Published on November 7, 2013

vector image of computer monitor globe social media like online video
If you’re planning to outsource customer service, you might want to include social media as part of the contracted solutions since it’s one of the main factors that can dictate today’s customer service trends.

Having social media as a customer support channel shows that you can give your consumers a high quality customer experience, being able to respond to customers whenever they need it. This can help influence brand loyalty and encourages them to spend more on your offerings.

Influence of social media

For most consumers, having multiple customer care channels equates to high quality customer services. Consumers want to choose when, where, and how to contact companies for support, and if your business gives them that convenience, they know that they can rely on you.

Statistics show that nine out of 10 people want to transact business through alternative channels such as email, social networks, and apps. An average of 84% online customers will likely report problems, and 46% of them would do so on Facebook.

vector social media

A survey also shows that top social networking sites Facebook, Twitter, and Pinterest pull the most shoppers to make online purchases. Another study states that people spend 20% to 40% more money on products vended through social networks.

It’s advisable for companies to outsource not just voice-based customer service, but also a dedicated customer care experts as well to handle your online presence, including chat, email, and social media support. The ever-changing technology and marketing trends blur the line that separate customer service and digital marketing, enabling companies to immediately respond to customer inquiries and concerns while improving their reputation and relationships with existing clients and even to potential customers.

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Open Access BPO 4 days ago
For global businesses, #outsourcing has evolved beyond a cost-saving measure into a strategic pillar for building true business resilience.

๐—” ๐—ฟ๐—ฒ๐˜€๐—ถ๐—น๐—ถ๐—ฒ๐—ป๐˜ ๐—ผ๐—ฟ๐—ด๐—ฎ๐—ป๐—ถ๐˜‡๐—ฎ๐˜๐—ถ๐—ผ๐—ป ๐—ถ๐˜€ ๐—ผ๐—ป๐—ฒ ๐˜๐—ต๐—ฎ๐˜ ๐—ป๐—ผ๐˜ ๐—ผ๐—ป๐—น๐˜† ๐˜„๐—ฒ๐—ฎ๐˜๐—ต๐—ฒ๐—ฟ๐˜€ ๐—ฑ๐—ถ๐˜€๐—ฟ๐˜‚๐—ฝ๐˜๐—ถ๐—ผ๐—ป๐˜€ ๐—ฏ๐˜‚๐˜ ๐—ฎ๐—น๐˜€๐—ผ ๐—ฎ๐—ฑ๐—ฎ๐—ฝ๐˜๐˜€ ๐—ฎ๐—ป๐—ฑ ๐—ฒ๐—บ๐—ฒ๐—ฟ๐—ด๐—ฒ๐˜€ ๐˜€๐˜๐—ฟ๐—ผ๐—ป๐—ด๐—ฒ๐—ฟ.

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Disasters can happen at any time. So, if you're thinking about #outsourcing to a #CallCenter.

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Open Access BPO 23 days ago
Boosting agent #productivity and #satisfaction is a critical strategy for increasing efficiency in #CallCenters.

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Open Access BPO 24 days ago
Open Access BPO is taking a big step towards a healthier workplace with a new program designed to help employees build lasting, healthy habits.

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Open Access BPO 25 days ago
๐—ข๐—ฝ๐—ฒ๐—ป ๐—”๐—ฐ๐—ฐ๐—ฒ๐˜€๐˜€ ๐—•๐—ฃ๐—ข ๐—ฃ๐—ฟ๐—ถ๐—ผ๐—ฟ๐—ถ๐˜๐—ถ๐˜‡๐—ฒ๐˜€ ๐—˜๐—บ๐—ฝ๐—น๐—ผ๐˜†๐—ฒ๐—ฒ ๐—ช๐—ฒ๐—น๐—น๐—ป๐—ฒ๐˜€๐˜€ ๐˜„๐—ถ๐˜๐—ต ๐—ก๐—ฒ๐˜„ ๐—Ÿ๐—ถ๐—ณ๐—ฒ๐˜€๐˜๐˜†๐—น๐—ฒ ๐— ๐—ผ๐—ฑ๐—ถ๐—ณ๐—ถ๐—ฐ๐—ฎ๐˜๐—ถ๐—ผ๐—ป ๐—œ๐—ป๐—ถ๐˜๐—ถ๐—ฎ๐˜๐—ถ๐˜ƒ๐—ฒ

Multilingual call center ๐Ž๐ฉ๐ž๐ง ๐€๐œ๐œ๐ž๐ฌ๐ฌ ๐๐๐Ž has launched its largest employee wellness program, ๐—ฆ๐—›๐—œ๐—™๐—ง: ๐—”๐—ป ๐—ข๐—”๐—•๐—ฃ๐—ข ๐—Ÿ๐—ถ๐—ณ๐—ฒ๐˜€๐˜๐˜†๐—น๐—ฒ ๐— ๐—ผ๐—ฑ๐—ถ๐—ณ๐—ถ๐—ฐ๐—ฎ๐˜๐—ถ๐—ผ๐—ป ๐—ฃ๐—ฟ๐—ผ๐—ด๐—ฟ๐—ฎ๐—บ.

The three-month program was launched July 30 at the company's Robinsons Summit Center HQ in Makati, with a live stream to its Davao and work-from-home teams. According to Senior Director Nate Martinez, SHIFT focuses on a holistic approach to fitness and nutrition to promote lasting lifestyle changes.

The initiative, which stands for ๐’๐˜‚๐˜€๐˜๐—ฎ๐—ถ๐—ป๐—ฎ๐—ฏ๐—น๐—ฒ ๐‡๐—ฒ๐—ฎ๐—น๐˜๐—ต ๐—ฎ๐—ป๐—ฑ ๐ˆ๐—ป๐˜๐—ฒ๐—ด๐—ฟ๐—ฎ๐˜๐—ฒ๐—ฑ ๐…๐—ถ๐˜๐—ป๐—ฒ๐˜€๐˜€ ๐“๐—ฟ๐—ฎ๐—ป๐˜€๐—ณ๐—ผ๐—ฟ๐—บ๐—ฎ๐˜๐—ถ๐—ผ๐—ป, aims to help employees in the business process outsourcing (BPO) industry build healthier, sustainable habits.

Company Nurse Princess Ann Louisse Pascual provided a detailed overview of the program, emphasizing its goal of long-term wellness rather than just short-term fitness goals. Nurse Supervisor Shania Semper also highlighted the importance of health and wellness within the BPO industry.

The company anticipates this investment in wellness will lead to a more productive, engaged, and healthier workforce.

This initiative is a testament to the company's commitment to building a supportive, people-first culture, with the goal of fostering improved employee well-being, morale, and overall performance.

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