Stream Combines CRM with Social Media in New BPO Service
Yesterday, Stream Global Services, a global business process outsourcing (BPO) solution provider, released a new service offering that incorporates social media communication with CRM.
As part of the service, Stream professionals will monitor a variety of websites, blogs, and forums to answer client queries from the CRM system. The social media input can be integrated with other existing Stream services, such as voice, chat, email, and data analysis.
In the release, Stream offers social network monitoring to keep track of current consumer market trends, interaction with customers across any number of social media, and identification of social media marketing campaign opportunities. The company says that more CRM features and services are in the works for future updates.
Chairman and CEO Scott Murray says, “Today’s consumers are increasingly turning to the virtual community and social networks for support and information on products and services they use every day. To address this shift in consumer behavior, Stream has created a unique business model to service both B-to-C companies, as well as the ever-growing social media content providers.
“By providing a platform for actively engaging with this growing customer base, Steam helps our clients build enhanced long-term customer value and ultimate brand loyalty, and for social media clients, maintain high levels of security protection.”
Stream claims that this social media-inclusive CRM service has already helped a prominent customer become more profitable. “Stream’s social media offering was recently deployed as part of an overall sales and support program for a leading technology client, resulting in the expansion of the client’s customer base and the generation of new sales opportunities,” writes Sally Comollo, Director of Marketing Communications in the press release. “Stream’s expertise…helped the client make well-informed business and marketing decisions related to online product offerings, up-sell practice improvements, customer segmentation, price positioning and demographic trends.”
Lately, social media has received a fair amount of business hype. Stream cites a recent study by research firm Yankee Group which finds that 70% of consumers surveyed want social media utilized as part of company technical and customer support. Only 65% of consumers are satisfied with current business-customer social network communication.
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