Outsource Social Media Customer Service

Social media platforms have taken the world by storm in the last decade and are proving to be one of the most powerful and effective channels for customer support. Whether it is queries, complaints, compliments, etc., social media is being used by a maximum number of people to connect with companies. Despite being well-versed with social media marketing, sometimes companies overlook the basics when it comes to social media customer service.

It is important to have an effective social media customer support strategy in place. It is an opportunity for companies to build strong customer relationships and increase revenue. Outsource2india (O2I) applies Lean Six Sigma frameworks to help global clients build Voice of the Customer (VoC) with Critical to Quality (CTQ)–mapped social media support systems, ensuring fast, traceable, and measurable client interactions across platforms.

Our Social Media Customer Services We Offer

We understand that customer support is a daunting task. Having been in the customer support domain for almost two decades now, we have the required knowledge and expertise to deal with people from different backgrounds and cultures. We have a skilled young team which is well-versed with the latest social media tools and technologies and backed by some experienced industry specialists who have a sound technical background.

Some of the key offerings we provide include -

1. Setting Up Social Media Channels

   

   • Review which platforms are being used most actively by the customers and leverage them to handle queries
   • Set up the group page or social media handles with required details
   • Provide contact details on the social media pages
   • Publish posts and send welcome messages to the new users

2. Group Management

   

   • Publish relevant posts on all social media channels on a regular basis
   • Monitor all the responses, comments, and feedback
   • Sort out the information with customer service representatives
   • Appreciate feedback given by the customers
   • Track different social media metrics
   • Create and share social media reports on a regular basis

3. Content Management

   

   • Create trending content for all channels
   • Design and create images and videos to post on social media channels
   • Write relevant content within 140 characters for twitter

4. Strategy Management

   

   • Coordinate with different departments to create a social media strategy
   • Schedule posts for a time slot when customers are most active
   • Research on the trending topics and create relevant posts
   • Use different social media tools to make posts more effective
   • Use social media tracking tools to analyze the data
   • Use data to take informed business decisions

5. Building Customer Relations

   

   • Respond to client queries and complaints in a polite manner
   • Learn about different people and their cultures and respond accordingly
   • Nurture relationships with customers
   • Gauge sentiments with social media tool insights

6. Brand Building

   

   • Enhance brand image by promoting company values
   • Use brand name on all posts, images, and videos
   • Interact with customers to gain general feedback

Social Media Platforms & Tools We Support

We have the resources, skills, and bandwidth to provide support on all social media channels. We can also work on any of your internal social channels and personalized social media platforms. Some of the key social media channels we provide support for include, but not limited to -

Apart from the regular social media channels we also provide have the capability to handle any of the social media management tools for your company. Some of them include -

Why Do You Need a Social Media Customer Service Strategy?

According to a recent survey, it was estimated that around 67% of the global companies use social media for customer services. Companies which master their social media customer service can benefit in different ways -

• Enhanced Customer Loyalty

  Companies can gain immense customer loyalty if they provide the best customer support. Customers are three times more likely to recommend a brand to someone if they have a good customer support experience. It is also seen that most of the clients stop doing business if they have a bad client support experience.

• Formidable Brand Reputation

  Social media channels are responsible for influencing people to buy any product or service most of the time. Addressing complaints and queries can lead to great client relationships. This will result in building a brand reputation and getting positive responses from your customers. Real-time resolution and visible accountability on social platforms are executed via Poka-Yoke–driven response loops, enhancing trust and reducing public escalations.

• Increased Revenue Growth

  Businesses that implement CTQ-based social media support systems realize higher conversion and retention. It is seen that companies which provide social media customer support grow at an annual rate of 7.5% as compared to others which grow at about an average of 2.9%. Providing a good experience to the clients will definitely see a positive growth in the company's revenue.

Our Call Center Portfolio

7 Reasons to Hire Us for Social Media Customer Service

Being in the customer services industry for almost two decades has made us capable of handling audience from any region or culture. We specialize at handling high-volume social media interactions and provide customers with a great experience. Some of the key reasons for you to choose us include -

1. High Data Security

   We apply Poka-Yoke methods and ISO-validated controls to prevent unauthorized disclosures across public and private threads.

2. Affordable Rates

   Our value-based pricing aligns with a Lean cost-to- Customer Value Added (CVA) analysis, ensuring ROI without service compromise.

3. Young & Creative Team

   We have a team of young and energetic social media specialists who are well-aware of the nuances of the latest social media channels and have the capability to build an instant rapport with the clients. They are ably supported by our experienced customer services veterans who handle the technical aspects of the queries and ensure a fruitful resolution

4. Latest Technologies

   We make use of some of the latest social media tools and technologies including Hootsuite, EveryPost, Buffer, etc.

5. Multitasking

   Workflows are managed via parallel channel governance Standard Operating Procedures (SOPs), eliminating Non-Value Added (NVA) handoffs and rework.

6. Multilingual Agents

   Agents undergo localized CTQ training and are supported with scripts validated through regional VoC analysis.

7. Enhanced Client Experience

   Every touchpoint is calibrated via a CX-first Lean loop, turning complaints into structured retention opportunities.

Outsource Social Media Customer Service to Us

Outsource2india has been providing the best social customer service and a host of other call center services to global clients. Our team of young and dynamic social media specialists is trained to handle different tools and technologies and provide the best customer support. We have the required expertise to handle all your social media client support requirements at affordable prices. By outsourcing social media customer support to us you can benefit from efficient and effective customer support services through social media.

Ready to implement a VoC-to-CTQ–aligned social media support system that enhances customer satisfaction, reduces escalation cycles, and builds brand equity? Let’s start with a consultation to benchmark your current support performance. Get in touch with us today!