Outsourcing Reputation Management with BPO

Leveraging Social Media & Reputation Management with BPO

We know that BPO can successfully assume many non-core business functions to help you scale up without incurring massive overhead with little immediate gain. We know that outsourcing support services will help your enterprise achieve short and long-term goals by saving precious capital for the things that will grow your business, instead of spending it on ancillary functions like billing, data collection and storage.

And we all know that public response to our business practices are a key part of growing. Today it’s important to act in a socially and environmentally responsible way. Businesses need to have a positive public image and are tested constantly by government regulations, by equality activists, by advocates for environmental concerns, by the politics of international trade. Are you doing business with a partner that achieves unwanted infamy because of THEIR business practices? The number of pitfalls out there are simply astounding.

But how can you ward off a business disaster using Social Media?

Did you know that Social Media platforms can do more than drive eyeballs to your products and services? The role of Social Media has exploded! It’s a huge and growing component of any business success story.

And as the number of platforms and users grow, it becomes increasingly difficult for any business to stay on top of the deluge of information and comments that come rolling in 24 hours a day, seven days a week.

The results of a recent survey might blow your mind!

“One in three customers choose social media for comments and complaints over more traditional telephone or online sources!”

That’s 1 out of 3! Think about it. Today’s entrepreneurs are comfortable using Facebook, Instagram, WhatsApp, QZone, Tumblr, Google + and Twitter to reach out to the marketplace, but they are also using those same platforms to manage their customer's questions and issues.

Are you an active participant in Social Media? Sure, you use it to give your business visibility in this vibrant and growing marketplace, but are you wringing every last drop of leverage from your Facebook page? Does your Twitter account respond to customer complaints? Do you respond to a customer question posted on Instagram?

We strive to establish a presence in the Social Media universe, but do we monitor that presence? Do we use it to quickly respond to product or service questions? Do we see what people are saying about our stance on socially sensitive topics? Are we conscious of negative comments or unfounded rumors and respond accordingly? If on Twitter a disgruntled ex-employee posts untrue accusations, are we able to counter with facts and clear, concise statements?

Sadly, all too often the answer is: “I don’t know.”  Or worse, “no.”

Do comments hang out there for hours of even days without a response?

And even if you feel that social and ethical issues may not apply to your business, ponder THIS survey result: “nearly 70% of consumers use Facebook or Twitter to find solutions to product or service related problems”!

These are astounding stats. The public comments about your business are coming in hot and heavy from a multitude of sources. Do you have the ability to respond to them?

Start thinking of Reputation Management in a new, Social Media-aware way.

But leveraging Social Media can be a time-consuming task. Not only does it require skill, knowledge of the platform, and a clear understanding of company policy, it goes far beyond posting information and garnering views. Remember, Social Media is by nature an interactive platform. And these features make it ideal to explain and respond to a customer’s questions and concerns.

If your business is not staffed with a dedicated Social Media Team, you may be compounding your problems! If your current Social Media expert wears a lot of different hats, and only checks on your accounts periodically, then your business may be headed for a Social Disaster!

If you don’t have eyes on your Social Media accounts ALL OF THE TIME, some random, negative comments may put your business in the Hall of Shame.

Maybe you’ve seen it happen to someone else: a short blurb on the evening news about a company that didn’t respond quickly to a “funny” negative customer comment on Facebook and becomes the hot topic online and around the water cooler. The situation snowballs and that same company ends up taking a huge hit to their reputation- along with future and current business opportunities.

How does a small to medium-sized business stay ahead of this dramatic shift in customer preferences? And be able to put out small fires before they get big and burn up your business? Will your presence on Social Media be a tremendous boost to building your business, or a weight that holds you back? Just one more thing that fills your day with non-essential drains on your time and capital.

Business Process Outsourcing is the answer. Properly set up and staffed, a BPO company can quickly and efficiently respond to your customer’s issues or questions on these platforms to maximize consumer satisfaction and repeat business.

A BPO firm will add their team of Social Media experts into the mix. Trained and experienced with all the various platforms, Reputation Management Professionals can dedicate their time and efforts to making sure that response to customer issues posted on Social Media is quick, informative and effective. They can take the burden of responsibility in the Social Media universe off your plate and help you and your employees do what you’re best at: growing your business and making a profit.

They’re prepared to undertake the work of your entire social media department- assuming that you have one- or create a staff that can help preserve one of your most prized assets: your reputation.

Throughout history, empires have been toppled by the actions of smaller players on the stage. Scenarios like this can be avoided by recognizing threats and moving to avoid them. Social Media presence is a boon if properly managed, a threat if ignored.

Keep your business safer from random disasters by keeping your head in the game and staying alert. Get an experienced, professional BPO to handle your Social Media presence.

To receive a free onsite analysis of your business processes, please contact Rely Services at 847-310-8750.  Dates are filling up fast!