Social Media Solutions Overview

Your Consumers Are Talking.  Are You Listening?Social_Media_Solutions1

People today are increasingly using the Web as a platform for sharing their buying experiences, both positive and negative.

What is Social Media?

Social media describes various online technologies that enable communities of users to share information, ideas and experiences on any topic imaginable.By providing a highly interactive communication platform, blogs, forums and websites such as Twitter®, Facebook® and Digg® have created a fundamental shift in the way businesses relate to their audiences.

Social media merges the fields of public relations and customer service, allowing companies to send a positive message to the masses while dealing individually with unique consumer issues.   Now you can find out almost instantly when people talk about your business online and take swift action, whether it’s to answer a simple question or address an issue before it escalates.

As a channel that’s still taking shape, social media has inspired both excitement and intimidation in marketers as they try to embrace this influential tool.  One thing is for certain: no matter how you feel about social media, it’s a trend you can no longer ignore.

Social media enables you to:

  • Listen in on consumer conversations about your products and services
  • Stop reputation-damaging crises before they worsen
  • Stay abreast of your customers’ needs and concerns
  • Strengthen customer relationships and build brand loyalty
  • Enhance your online visibilityAnalytics

Social Media’s Impact on Customer Care

The Customer Care landscape is evolving rapidly. While contact centers continue to remain a vital component of customer service, half of all inquiries now take place through the use of online search or social networks on the Web.

How Does Social Media Allow You to Provide a Differentiating Level of Customer Care?

This dynamic platform enables you to move quickly to thank those who praise you—and assist those who are critical of you.

What Is The Risk Of Not Participating?

If your company isn’t currently embracing social media, you’re missing out on opportunities to enhance your bottom line. Worse, you may be putting your business at risk. The consequences of not participating include:
  • Liability exposure
  • Loss of market share

 

PRC Social Media Services

By incorporating social media with traditional Customer Care channels, PRC empowers you to connect with your consumers like never before.  We leverage conversations across Facebook, Twitter, blogs, industry forums and more to improve acquisition and retention, enhance brand loyalty and increase sales and revenue.  From monitoring and measuring your online reputation to engaging directly with frustrated customers, trust PRC to play an integral role in helping you manage and meet your consumers’ expectations.

How Does PRC Help You Maximize the Value of Social Media?

Using advanced Web technologies and analytic tools, PRC gives you a comprehensive, 360-degree view of social media “conversations” about your brand.  Our experts carefully look for opportunities to elevate and protect your brand image, whether it’s thanking a customer for their comment, identifying and resolving product issues before they escalate, or alerting your sales and marketing team to new trends.

Satisfied customers who feel that your company truly cares about their needs are likely to share their experiences with family, friends, and colleagues. This in turn creates a healthy buzz about your business across the marketplace—and helps you convert more prospects into longtime customers.

Why PRC Social Media Solutions?     

Enhance brand awareness
Educate prospects
Generate sales leads
Promote new products/services

 

Early-stage crisis management
Build customer loyalty and improve retention   
Brand reputation management

 

Our Approach

At PRC, we employ a 3-phase approach to help your company reap the rewards of social media marketing.

1. LISTENING THROUGH MONITORING

PRC monitors the social media sites to discover real-time, relevant and impactful conversations about your brand.  We look for mentions of your company, products and services, issues, and competitors to uncover both compliments and criticism that may be affecting customer loyalty.

  • Comprehensive monitoring solution
  • Focus on high-traffic sites initially and grow outreach program over time
  • Carefully absorb what customers, prospects and competitors are saying about your company
  • Develop keyword list for ongoing and special event circumstances

2. MEASURING

Measuring is a key aspect of all social media efforts.  PRC helps you analyze and track mentions of your company, products/services, issues and competitors across sites.  Our analytics tool can help you assess the effectiveness of your marketing program as well as your ROI.

  • Qualitative measures success for customer service outreach
  • Quantitative measures impact on goodwill and financials

3. ENGAGING

PRC engages with customers on your behalf to address service issues, troubleshoot, and thank them for feedback.  We manage real-time online responses across our team by assigning posts, managing post queues, categorizing posts based on priority, etc.

  • Methodical, disciplined and customer-focused approach
  • Collaboration with different departments to partner on responses when necessary
  • Privacy will be protected, where appropriate, by directing to alternative channels
  • Your company is consistently represented using the appropriate names, (e.g. email alias: repname@yourcompanyname.com)
  • FAQs are updated with recurring customer questions

How is PRC Different?

PRC’s three-pronged approach—Listening, Measuring, and Engaging—covers every component of successful social media marketing, allowing you to maximize the benefits of this vital channel.  In addition, we employ a series of proven best practices to ensure you get the optimal return on your investment. These include:

  • Training & Incentives: From social media-specific training for new hires to performance-driven agent programs, PRC employs the right mix of incentives to deliver exceptional performance.
  • Recruiting:  PRC recognizes the distinct and varied challenges of social media marketing. That’s why we’ve established standards of excellence when it comes to recruiting the right people for the job.  Requirements for our associates include:

Broad knowledge and awareness of the customer’s industry
Experienced participant of social networking sites
Superior research and problem-solving skills
Exceptional writing skills
The ability to be clever, empathetic, and personable in both online and offline dialogues with customers

  • Powerful Reporting Capabilities: With PRC Social Media Solutions, you get access to an analytics dashboard that gives you real-time insight into your social media efforts.

Learn More about Our Social Media Solutions – Contact PRC Today

Let PRC customize a Social Media Solution that meets your specific company needs. To further maximize the value of your customer relationships, we also offer a wide range of Teleservices solutions, including Customer Care, Sales, Collections and Technical Support. Contact us for more information at 888-CALL-PRC (888-225-5772).