Social Media
Page TOP - Social Media (1)

Social Media

A social media strategy’s success is profoundly connected to the way brands address customer interests and the level of interaction they have with their audience through the channel.

Understand the effect of Social on CX today, and let us do the rest. As experts in customer experience management, Teleperformance has a word to say in managing digital communities.

READ THE WHITE PAPER

Unlock the Power of Social Media

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PROVIDE GREATER CUSTOMER EXPERIENCE

Show that your brand is attentive to your community’s needs by resolving their problems on social media.
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MEASURE BRAND REPUTATION

Feel your audience’s pulse and connect with them to increase engagement.
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CREATE BRAND LOVERS

Establish an emotional connection with your customers and turn your social media users into brand lovers.
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GENERATE EFFECTIVE LEADS

Raise awareness on social media and direct your users to the correct path of the customer journey.

Enhance positive sentiment and increase brand loyalty by ensuring a consistent, robust, and results-oriented social media management strategy:

 

  • Positive brand sentiment has a +55% increase

  • Negative mentions have a +30% decrease

  • Brand reputation up by 90% in top rating websites

  • SLA times decrease as teams become more efficient

  • Agents are endowed with more social expertise
Page MID - Enhancing + Sentiment (1)

Enhance positive sentiment and increase brand loyalty by ensuring a consistent, robust, and results-oriented social media management strategy:

 

  • Positive brand sentiment has a +55% increase

  • Negative mentions have a +30% decrease

  • Brand reputation up by 90% in top rating websites

  • SLA times decrease as teams become more efficient

  • Agents are endowed with more social expertise

Our Approach

  • A COMPLETE TURNKEY SOLUTION
    offering assessment, recruitment, tool setup, and training
  • UNIVERSAL AND TECH-AGNOSTIC SOLUTION
    that can support every market, language, and the leading social media platforms worldwide
  • SCALABLE
    to be easily integrated into an omnichannel experience
  • A SINGLE SYSTEM
    to interact with customers
  • AUTOMATED WORKFLOWS
    that track customer interactions and ensure consistent and efficient issue resolution
  • POWERFUL DASHBOARDS
    to measure team performance
Page BOTTOM - Client Results (1)

Clients Are Seeing Real Results

How we supported the growth of a food delivery company by turning around negative sentiment through social media

Upon implementing the processes, tools, metrics, and training through our set of customized solutions, we set up an efficient social media community management operation where:

 

  • Positive brand sentiment saw a 57% increase in nine months.
  • Negative mentions had a 33% decrease in the same timeframe.
  • In a five-month frame, we managed to increase the brand reputation in top rating websites by 90%.
KNOW MORE
There’s always more to explore.
See all →
WP - The Social Media Effect on CX
White Paper
Strategic Thinking
The Social Media Effect on CX Digital channels are proliferating. Consumers now use social media more often in different phases of the customer journey — to research brands and products before purchase or to immerse in its features, which increase their intent to buy, resulting in additional business challenges.
WP - Protecting Brands from Malicious Misinformation
White Paper
Strategic Thinking
Protecting Brands from Malicious Misinformation Fake news and other malicious content targeting businesses are on the rise and wreaking havoc on everything, from sales to stock prices.
WP The Use of Social Media and Instant Messaging in an Omnichannel Strategy
White Paper
Strategic Insights
The Use of Social Media and Instant Messaging in an Omnichannel Strategy There is a dramatic shift in the way customers want to communicate with brands, thanks to the proliferation of online devices and digital consumer channels.

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