Whitepaper

Effectively managing the volume of social media activity

As requests for issue resolution via social channels increase, brands must combine tech with talent to meet online customer demand

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Graphic of expected growth for AI in social media

Insight 1

Leverage AI and automation to increase productivity

AI for social media has been projected to grow from $633 million in 2018 to more than $2.1 billion by 2023. With automated processes, agents and operations become more productive by increasing response rates and response times.

Insight 2

Hire social-savvy CX professionals to represent brand voice

The right type of human talent is integral to a successful social care strategy. When companies envision the perfect persona behind their posts, recruiters can create the ideal candidate profile.

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HGS has received ample recognition and ratings for the transformational self-service experiences we’ve offered our 200+ clients across 10 industries.

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About Hinduja Global Solutions (HGS)

A global leader in business process management (BPM) and optimizing the customer experience lifecycle, HGS is helping make its clients more competitive every day. HGS combines technology-powered services in automation, analytics and digital transformation with deep domain expertise focusing on back office processing, contact centres, traditional and digital customer care, and HRO solutions to deliver transformational impact to clients. Part of the multi-billion-dollar conglomerate Hinduja Group, HGS takes a true “globally local” approach, with over 41,110 employees across 59 delivery centres in seven countries.