There are a lot of potential Brand Ambassadors that we can create from negative experiences
Bristol, PA (PRWEB) August 14, 2012
MetaSource, a leading business process outsourcer, announced its Social Media Customer Care Solution that builds on its extensive background in specialized customer care and loyalty solutions.
“Every client we talk to has a social media presence, but social media is so new that there is not a consensus on social media “Best Practices”, said Adam Östhed, President & CEO. “We think we have the answer with our Social Media Customer Care program. Most clients are regularly on their Facebook and Twitter accounts, updating content and monitoring mentions and often responding to customers in those forums.”
MetaSource takes the monitoring and reporting one step further by providing real-time customer care related to important posts. While many posts are simply asking for product or policy information that MetaSource agents will provide, negative mentions, especially by those people with influence, can be responded to real-time by our agents to convert a negative mention into a positive customer care interaction. Rather than spreading the negative experience they had, the social media member will be raving about the great service they experience with our client.
Russell Thomas, VP – BPO Solutions, adds, “With 70% of Twitter complaints going unanswered and 86% of those saying they really wanted follow-up, there are a lot of potential Brand Ambassadors that we can create from negative experiences. Furthermore, by monitoring the competition, we can identify potential acquisition and winback opportunities.”
For more information about MetaSource’s Social Media Customer Care Solution, see: http://www.metasource.com/social-media-customer-care.html
Headquartered in Bristol, Pennsylvania, MetaSource (http://www.metasource.com) is a leading business process outsourcer (BPO) of customer care, back office, and content management solutions servicing clients throughout the United States through a network of SAS 70/AT101 Type II and PCI Level 1 certified locations in the U.S., Mexico, Canada, China and India. Visit http://www.metasource.com for more information or contact Russell Thomas, VP of BPO Solutions at 973-400-9055 / rthomas(at)metasource(dot)com.