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When organizations look at social media as a communication channel with outbound elements (engagement related to brand building, marketing, and PR) and inbound elements (customer-generated support requests, information requests, and service issues), it is clear that your customer care team has a role to play in managing the channel. Can you leverage your outsourced call center team to increase efficiency, maximize cost-effectiveness, and build loyalty through mind-blowing responsiveness in the social media customer care channel? We say: absolutely.
Here are five measurable, value-added benefits your company can get from putting social support in the hands of your contact center team:
Who owns social media in your organization? Did social media customer care evolve as a wing of your PR or marketing teams? Or do you have a social media department with responsibility for all interactions within the channel? Today, according to Nielsen’s Social Media Report, 47% of social media users are using the medium as a primary channel to access customer service. The customer service landscape is changing with unprecedented speed. Is your organizational landscape changing to meet it? If you’d like to learn more about how we are helping our clients set new standards in social media customer care, get in touch. We’d love to talk.
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Kim Campbell joined Blue Ocean in 2002 and she has had senior project management responsibilities for many of Blue Ocean’s top clients. In her role as Vice President, Operations, Kim is responsible for overall project management structure and the delivery of Blue Ocean’s value proposition with a focus on shared resources and financial metrics.
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