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Customer Service Blog

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7 Extra Benefits of Social Media Outsourcing

by Sarah Wetzel | June 02, 2017

An in-house social media support team is a nice-to-have element that many companies try to afford. For some, it just doesn't make sense. If your company isn't quite large enough to afford this, or maybe too large to manage under one roof, you might consider a social media outsourcing solution. The good thing is, there's a plethora of benefits that come with outsourcing anyway! Here's seven benefits of an outsourced social care team:

1. Your team won't have to work odd hours of the night to make round-the-clock service possible.

It's no question that you have to consider that your customers will expect exceptional availability for customer service on social media. Expected response times vary depending on the channels you support.

social media outsourcing response times
 

Denying this reality can cost your company money: Gartner, Inc.'s research found that poor response times or lack of responses can lead to as much as a 15% increase in customer churn. That should be reason enough to consider social media outsourcing.

2. Your brand will catch on to cultural sensitivities and speak many languages.

Outsourcing partners generally hire employees that speak multiple languages, especially those that concentrate on multilingual support. This diversity allows for your social media communications to be very sensitive to the cultures whose languages you support, which is important in today's global social media population. Not supporting Spanish in a US market, for example, could affect up to 13 percent of your customers who speak the language. (Source) If your company has any plans to sell your products or services at a global scale, supporting multiple languages on social media is a must.

3. You gain access to experienced professionals that you might not have available on an in-house budget.

The best part about working with a partner that offers social media support services is that they have tried and true strategies and communication techniques that work on social. Outsourcing the customer support of your social media channels gives you access to a team of experienced social media professionals which are probably pretty expensive for you to hire internally, not to mention a team with different skills is much better than a internal specialist with one skill only. Skills you might look for in a social media team include:

  • Creativity and adaptability to communication styles
  • Channel organization and content distribution
  • Social media advertising
  • Content creation
  • Analytics and data interpretation

Not sure how to develop a social customer service tone of voice? Not a problem. Got a troll that you have no idea how to get rid of? Easy as cake! An outsource partner has the experience and resources to manage these challenges on a daily basis.

 

4. Outsourcing social media means vacations, nights, and weekends off for your social media manager.

Working with social media, you learn to check your brand's social pages everyday on the hour. Social media doesn't sleep, and neither should the team that manages it. With an outsourced team, you can finally put this practice to bed (no pun intended).

Outsourcing gives you access to a team located in many time zones, so someone can always be there when your customers need help. Your outsourced social media team has a well-built escalation procedure in place to bring high-risk cases to your attention when needed, so you can sleep well at night knowing they've got your brand's back.

 

5. Spend budget on new ideas and product development to keep growing your business.

Premium customer support is very expensive nowadays, costing up to $12 per interaction after factoring in technology and operational costs. By outsourcing your social media customer support to a partner that's an expert in managing resources wisely and keeping costs as minimal as possible, you'll end up saving a lot of your customer support (or marketing) budget.

By outsourcing, you'll be able to spend more of your budget on cool content ideas, customer loyalty programs, and more. Is there anything better than saving money?

 

6. You can access a top-of-the-market social media tool that you might not afford otherwise.

Social media tools are expensive, especially the good ones. It's a social media manager's dream to run their pages on top-of-the-line tools to make their job easier. The good thing is, when you outsource social media support to a Business Process Outsourcing (BPO) partner, you'll most likely get access to one of those tools you've been longing for. At 5CA, we use Clarabridge's CX Social, a best-in-class social customer service tool.

social media outsourcing tool
 

7. In a dynamic industry that changes often, outsourced social media professionals are always on top of the changes.

Keeping up with the weekly, sometimes daily, changes to the different social media sites can be a full-time job in itself. With a team of outsourced social media professionals, whose responsibility it is to make sure they are aware of these changes and new trends, you no longer have to make an effort to stay up-to-date. Your partner will inform you of changes that affect you and your brand's social media so you can finally spend time doing what you initially set out to do, whether that's creating new content, developing new marketing strategies, or playing with the office dog for an extra hour every day. :)

 

Interested in seeing what outsourcing social media can do for you? Get in touch below and one of our experts will reach out to you within 24 hours!

 

Sarah Wetzel

Sarah Wetzel

Social Media Project Manager Sarah works from our Buenos Aires office, with a wealth of knowledge on how to make the customer experience shine on social media. When she's not busy tweeting or reading up on Facebook's latest algorithm changes, she's working with our clients to create a seamless flow of information from the customer to the product developers themselves through effortless customer experience. She enjoys long walks in the park with her fur child and coffee.

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