Benefits of Outsourcing Social Media Customer Service

Amazing service is a killer lead generation tool. With a rock-solid strategy in place for your social network, more online visitors will complete the buying process instead of leaving your platform (due to confusion, distraction, or having to wait too long for support).

Social media can be an invaluable help for CX teams to convert and problem-solve on those bulk orders and big-ticket items from people who require some handholding. These people will have questions or concerns before they buy, and quick and immediate access to a real expert can almost be a requirement in some industries.

Additionally, it’s great for reducing bounce rates. A high bounce rate means your agents are not turning curious consumers into leads or revenue.

When a person is in your social network, having rapid-fire support gives visitors something to interact with (and alleviate any uncertainty).

A real live chat service or intelligent agent can also help encourage cross-selling by encouraging visitors to further explore your website by offering guided tours, special deals, omnichannel support, and product recommendations.

The NOW Customer can be, well, a tough cookie. However, visitors who actively engage with your brand through social media are more likely to be satisfied with the overall experience.

By outsourcing, brands are able to deliver that same exceptional, engaging experience at scale.

In 2020, Simplr research found that only 1% of chats with no human intervention were marked as “exceptional.” In other words, chatbots aren’t going to actually help the visitor, and they won’t deliver high Customer Satisfaction Scores (CSAT) by themselves, outsourced human intervention is key to building brand loyalty.

Around-the-clock support is a requirement when it comes to social networks (or any online engagement like chat and email!). A large amount of phone scrolling, emailing, online shopping, page browsing, financial transactions, problem-solving, information-seeking, and instant messaging happens outside of working hours… just check your web traffic and analytics. Shouldn’t an operator be available to monitor traffic and offer support at any moment?

Additionally, you never know when you’ll get a boost from celebrity influencers, viral advertising, or key partnerships… all of which could result in skyrocketing volume.

Just because people are “out of office” doesn’t mean you should be too. Outsource your social media for these nighttime hours and maintain 24/7 coverage without having to schedule your own staff or increase headcount.

By allowing people to interact with you 24/7, you can essentially double your ability to build trust and loyalty, and in turn, increase revenue.

Invest in the best social media ticketing systems and staff it with the right agents who can run it (note: you should leverage an outsourcing firm or consultant that has experience in your vertical– traditional call centers won’t cut it!)

A brand’s reputation is often in the hands of online reviews, word-of-mouth evaluations, and, of course, social media.

A majority of negative reviews and shaming on social media can be avoided by providing personalized and proactive omnichannel support. A tweet goes a long way, but so does an honest, apologetic conversation.

Social media conversations are one of these methods of proactive action, and arguably our favorite. Combine it with your favorite CRM program and customer support database to make responses faster and more accurate, and your followers will feel informed, and more importantly, will feel in control.

People feeling helpless and not being able to reach a product expert is the number one trigger for leaving negative reviews. A best practice to make sure no review goes unnoticed.