The document proposes an outsourced customer care service through social media. It suggests that as social media becomes more prominent, companies will need to engage customers through these channels rather than avoiding contact. The service would focus on non-phone customer interactions through social networks, online chat, and mobile technologies. This would position the new business process outsourcing company to become an early expert in social media customer care as the market shifts toward these methods between 2011 and 2012.

1. Outsourced customer care through social media A blueprint for a new BPO provider Summarized version Vadim Anikanov vadim@anikanov.com Skype: vadim.anikanov Twitter: @anikanov Ph: 1-818-485-1818 Cell: 1-626-487-0180

2. ‘Ivory towers’ brands are being pushed aside by the more open social enterprises that are willing to engage in a dialog with consumers Web 2.0 has created numerous pools of C2C communication, often leaving corporations outside of these pools. It is now time for companies to join these conversations Social networking is winning its way into the corporate world, following the natural customer lifecycle: from PR to marketing, now to sales, with customer care being the next natural focus Few companies are experimenting with customer service via social media, but 2011-2012 would see a mass adoption of social media for customer care A focused, legacy-free BPO company has a strong chance of gaining advanced expertise ahead of the market, becoming attractive both for clients and investors Executive summary

3. Propagation of social media through business functions Customer lifecycle Key goals Involvement of top management 2007-2008 2009 2010-2011 2011-2012 2012 (?)

4. New interaction model: the drivers New B2C interaction model is emergingA shift from avoiding contacts to engaging in personalized 2-way and n-way interactions, using modern communication tools

5. Voicial would become one of the first customer care BPO providers focusing on non-telephony channels for customer interactions Social networks and online communities Web-based chat, voice and video interactions Mobile/3G video calls, video IVR services This focus will allow Voicial to accumulate advanced expertise in building and operating new customer interaction models Market positioning

6. This is a summarized version Please contact us for details Vadim Anikanov vadim@anikanov.com Skype: vadim.anikanov Twitter: @anikanov Ph: 1-818-485-1818 Cell: 1-626-487-0180