In our time, we often from people and see on visuals these lines: “Follow us on Twitter!” and “Like us on Facebook!”
Many people have turned to these social networking sites because of the trend that they have created over the past few years. And social beings that we are, we follow what’s trending in our society.
Social networking sites like Facebook, Twitter, Google+, MySpace, LinkedIn, and other notable sites were established to provide social networking service. This type of service is an online service, platform, or site that focuses on developing social networks or social relations among people who may share the same interests, activities, backgrounds, and other real-life connections.
Each person creates a profile with personal or professional—real or fictitious—details. Supplied information may or may not be shared to everyone or be viewed by a limited number of audiences only. Creating a profile is not limited to individuals, but can be done by groups and companies as well. Social networking is also a great way of helping businesses and organizations reach their target audience and consumers.
The role of social networking services is no longer limited to helping people and groups build their network through interactions, but has expanded to serve marketing and sales purposes. Social networking sites have evolved into a marketplace, offering a wide variety of products and services from other people or companies. People have definitely maximized the way they use the service.
A social networking site like Facebook can be likened to a mall. It is a place to meet other people and engage with them for various reasons, may it be for recreational activities, business transactions, meetings, or merely to look around. Indeed, browsing through social networking sites is just like strolling inside a mall.
These online sites have evolved into places where people can do their day-to-day activities, becoming the main venues for entertainment or even the means of earning money.
Because of this emerging status of networking sites, providers of Business Process Outsourcing Services have found a new solution to customize and improve the area of customer relations management.
Why not make customers inquire about products and services using these popular sites! With the steady influx of traffic that these sites receive every day, it's an indication that people are really going into these sites for certain purposes, not just to give it a look-see and pass by.
This new idea could help both a business company and its customers.
For companies, it can help improve call deflection, because their consumers will directly go to Twitter or Facebook for inquiries. People would often opt to go to these sites for questions because aside from the sites being more accessible and easy to navigate, the people can search their queries at their own pace; as opposed to making a direct call, wherein problems of communication may be encountered. Companies can then properly filter deflected calls, and usually, the reason calls are deflected is that customers have opted to tweet, comment, or PM (personal message) their inquiry. This would then translate to taking lesser calls and focusing more on business issues that need more attention.
For customers, it will be a big help for them since they will be receiving instant answers to their questions. A group of representatives can answer their concerns via tweeting back (for Twitter), commenting or sending a personal message via Facebook, or sending an e-mail for more comprehensive feedbacks (e.g., a listing of product details or quotations). They could avoid having their calls forwarded to voice mail, which what oftentimes happens in telephone inquiries due to the fact that the representatives can’t handle the amount of calls that they receive.
Making these social networking sites like Facebook and Twitter a venue for quality customer service is another step forward for the providers of Business Process Outsourcing Services in evolving or developing Customer Relationship Management (CRM).
Upon its introduction to many companies, this service has been received in pretty much the same way as that of other Business Process Outsourcing Services—that is, with positive feedback and much interest. So far, it is gaining the reputation of being a very favorable and advantageous service for any company in any industry.
Now, firms can boldly say, “For product inquiries, follow us on Twitter and Facebook.” Companies can also simply advise their customers to hit the Like button (on FB) or retweet for more information.