Free Engagement On Social Media
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Customers want to be valued, treated respectfully, and looked upon as individuals. They want relevant and authentic conversations.
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Free Engagement On Social Media
- 1. #BeReal: FreeEngagement onSocialMedia White Paper Transforming Passion into Excellence This white paper is available for download on Teleperformance´s website. For more information about articles, cases, white papers go to: www.teleperformance.com
- 3. Customers are Individuals Regardless of the channel, customers want to feel as though they are having a conversation with someone who cares about their needs. On the other hand, customers also want to feel that their contact with a particular brand across multiple channels is seamless and unified. They want to know that the information they receive is consistent and that the representatives communicating with them are empowered and represent the true wishes of the company. Brands can create an omnichannel strategy, which allows each customer to be treated in the specific way they want to be treated at a given moment, regardless of what the majority of customers want. Data collected from platforms like social media can be used to adopt the right tone with individuals. Once a brand establishes a relationship with a given customer on social media channels, for example, it has the opportunity to engage in a more personalized conversation with them, a practice that may require brands to leave behind scripted conversations. Free engagement presents the opportunity to exceed customer expectations through the customer journey cycle: pre- purchase, purchase and post-purchase. The ability to manage the speed, authenticity and big data to ensure a positive customer engagement strategy is crucial. This idea of free engagement has allowed a public health organization to improve the way that it interacts with people who are interested in donating blood or becoming an organ donor. The organization sought to strengthen its relationship with young people through engaging 24/7 social media interaction. By developing a free-engagement, around the clock communication system, this company created a true sense of community on its social media pages, interacted knowledgably at any time, and tailored responses to individual inquiries. Initially, they handled 400 social media interactions. Currently, they successfully manage 6,600. Because of its effort, the organization won a Grand Prix Award at the Public Sector Communications Awards and ‘Business to Consumer Award’ at the MI Awards1 . 400 social media interactions 6,600 social media interactions Blood and Transplant A Public Health Organization Atanytime.#Free-Engagement#GrandPrixAward 24/7 social media interaction By developing a free engament strategy they improved their interactions Initially they handled Now they manage 1. Teleperformance Data #BeReal – Free Engagement on Social Media 3 White Paper Transforming Passion into Excellence
- 4. 4 Transforming Passion into Excellence White Paper#BeReal – Free Engagement on Social Media Most importantly, it increased the number of mentions on Facebook (305%) and the number ofTwitter followers (26%), creating real brand advocacy. Planning and Flexibility Once customer service needs have been met on social media, the brand has a critical opportunity to leverage that positive interaction, involve the customer and take the brand-customer relationship to another level. Brands must not merely be responsive; they must be proactive. This is how brand advocates are born. An electronics company sought to improve customer service through social media. It wanted to build an innovative, flexible, responsive approach to dealing with technical inquiries. This type of interaction, and the channel on which the company implemented it, required a free engagement approach. These representatives were able to interact on social media, craft appropriate responses, and elicit feedback, all while maintaining a less formal, more human approach. This strategy reduced handling time for technical questions, thus improving the total number of questions that could be handled, and increased staff engagement and attendance. The company was able to hire sophisticated, multilingual representatives to implement this flexible, high-level plan.
- 5. Teleperformance can streamline and customize the process to meet each objective, trend, and customer need. Develop Social Media Communications with customers according to current trending topics. Apply creative methods and technology to content creation . Stimulate and amplify advocate conversations in the network. Turn every customer into a brand lover. Have a dedicated team to create content 24/7. Communicate to consumers on each step of their customer journey. Betweendeepanalysis ofaudiences,custom contentplanningand creation,andideal customerengagement, thereisagreatdeal ofworkinvolvedin convertingfansinto advocates. 5 White Paper Transforming Passion into Excellence #BeReal – Free Engagement on Social Media Our e-Performance methodology supports our clients to:
- 6. Creating the right Free Engagement Strategy Social media is a channel that can be successful in real-time and with authentic interactions. It is not a traditional channel in which every message is finely- crafted after input from different business areas and legal teams. By making customers feel listened to and understood, through the implementation of a free engagement strategy, brands can capture loyalty. Customer interactions need to be relevant, convenient, responsive and reliable. Brands need to invest in technology that enables them to track and analyze customer activities, anticipate needs, interact in real time and relay information across all channels in order to deliver meaningful customer engagements. However, brands must also ensure that they respect the privacy of their clients. Ultimately, how a customer feels will determine whether they will remain loyal and become an advocate. Brand representatives must recognize that there is only one customer, the one in front of them at a given moment. With almost four decades of experience in customer engagement, Teleperformance is prepared to help create the right free engagement strategy to complement an omnichannel environment. Brands need to invest in technology that enables them to track and analyze customer activities, anticipate needs, interact in real time and relay information across all channels in order to deliver meaningful customer engagements. Even with technological advancement, emotions can be the heart of an engaging customer experience. #BeReal – Free Engagement on Social Media 6 Transforming Passion into Excellence White Paper
- 7. AboutTeleperformance Worldwide Leader in Omnichannel Customer Experience We are a people company with a people-centric strategy, interacting with people all over the world. It’s all about people. They are part of who we are and what we do. We analyze their behaviors. We understand their wants and needs. That’s why we deliver outstanding customer experiences through integrated omnichannel solutions to enhance customer experience results for our clients. Transforming Passion into Excellence 7Transforming Passion into Excellence 7 About e-Performance Our e-Performance solution is specialized in helping you develop effective social media strategies. We believe that social media marketing goes way beyond brand awareness. It has the potential to be a powerful customer experience tool that allows you to better understand your customers and to connect with them in meaningful ways. We transform word of mouth data into insights by creating strategic reports and daily alerts about risks and opportunities with our Buzz Monitoring solution. We also empower each social media interaction with customers to be an outstanding experience by leveraging our Engage, Moderation and Involve solution.
- 8. Transforming Passion into Excellence FOR MORE INFORMATION: FOLLOW US: teleperformance.com /teleperformanceglobal /teleperformance blog.teleperformance.com @teleperformance /company/teleperformance