Excelling customer service through social media

Social media is a great marketing platform for companies targeting to reach a wider audience. It has also become one of the most important arenas to strengthen customer experience.

Present-day brands wish to make themselves available on all social media channels for more visibility. That is why contact center agents have started offering customer support and engagement through brand-specific interactions on social media platforms. Hence, it is safe to say that agencies are expected to design great customer experience journeys through social media, besides social media marketing.

What is the need for agency outsourcing?

Outsourcing happens when an organization hires an agency to help it complete a task or a range of tasks. Agency outsourcing is when an agency outsources some of its responsibilities to a different agency. By outsourcing tasks other than the main ones, a marketing agency can achieve enhanced efficiency and productivity. This approach leads to faster turnaround time, and reduction of overall operational costs such as hiring new people, buying/renting new technology.

The U.S. has a plethora of agencies that offer all-encompassing digital marketing services which typically include social media. From business page design/development and content creation to PR and analytics reporting, the list of tasks carried out by these agencies is lengthy. However, many agencies that try to offer such extensive all-in-one packages fail to retain the quality of these services or do not deliver as-promised results. That’s when they pivot to outsourcing.

Outsourcing of social media based CX services for better results

Social media, once considered a fun past time to connect with brands on, has evolved into an important channel of image branding and communication for organizations with substantial customer experience (CX) touch points. Because of this and the challenges of bandwidth and skill gaps, companies have started to rely on agencies to deliver customer support services across all social media channels. The task of providing customer support services through social media requires exclusive attention, resources, technology, and fresh ideas. Since marketing agencies already have a lot on their plate, organizations have begun to focus their attention to other reliable agencies that have forte in social and digital media engagement.

Benefits of agency outsourcing

The ever-growing needs of the consumer make it difficult for a single agency to look after all aspects of marketing. In addition to this, factors like budget restrictions, absence of advanced analytical tools, uninventive ideas, and lack of staff or inexperienced staff result in an agency’s inefficiency. Outsourcing can resolve these issues in no time by:

• Allocating tasks based on an employee’s expertise;
• Sharing operational risks;
• Reducing turnround time through additional human resources;
• Leveraging of ideas by industry experts;
• Focusing on objectives that add more value to the business;

While the traditional methods of marketing are very much still prevalent, today’s tech era demands a strong and robust presence in the digital landscape. As such, agencies do not wish to leave any stone unturned to achieve the same. With offline marketing duties and other aspects of digital marketing at hand, the decision to outsource social media services (inclusive of marketing and customer support) is one of the wisest decisions an agency can take for accelerated growth and brand awareness.

Agency outsourcing has been under practice for quite some time now. Many agencies specializing in business marketing have outsourced the task of content creation and inbound marketing to another agency with better writers and analysts. This puts forward an image of linked arrays which even though are separated, appear cohesive and united for important goals – new growth and new connections.