Service Enables Clients to Deliver Personalized and Consistent Consumer Experiences
BOSTON, Aug 11, 2010—Stream Global Services, Inc., a premium, global business process outsource (BPO) service provider specializing in customer relationship management services for Fortune 1000 companies, today announced the availability of its social media service offering, combining Stream’s expertise in customer relationship management with a focus on the emerging social media market. Stream’s service offering provides clients a multi-faceted approach for actively and directly engaging with their customer base across a multitude of social media, thereby creating a truly personal and interactive customer experience.
According to a recent white paper by research firm Yankee Group, 70 percent of consumers surveyed want to leverage social media sites for real-time availability of technical and customer support. As part of Stream’s offering, social media professionals actively monitor a variety of social media—including websites, blogs, forums and message boards— and respond to customer support and product information needs. As a result, Stream provides its clients with timely consumer feedback, real-time market trends, and potential revenue generation opportunities. Stream’s social media offering may be combined with other communications services—such as its voice, chat, email and data analytic services— to create a fully integrated and comprehensive solution that drives customer satisfaction and increases overall brand loyalty.
Stream also offers programs specific to providers of online communities. For two of Stream’s clients—a leading Internet service provider and provider of an online networking site—Stream’s social media professionals assist with the construction and management of online user policies, as well as monitor online activity to ensure the site’s specific security requirements are followed.
Stream’s social media offering currently includes the following features. Additional features are under development for future release.
— Social Network Monitoring: active monitoring of websites, blogs, forums and message boards to identify real-time consumer and market trends.
— Engagement and Response: real-time, personal interaction with client customers across an unlimited number of social media, including providing client news and promotions updates, responding to customer information requests, and correcting misinformation and/or addressing customer dissatisfaction drivers.
— Revenue Generation: proactive identification of incremental sales and/or market promotion opportunities by leveraging intelligence garnered from market and consumer trend analysis.
“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,” said Scott Murray, Chairman and CEO. “By providing a platform for actively engaging with this growing customer base, Stream 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’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. Stream’s expertise in proactively monitoring and analyzing customer response to marketing initiatives 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.
For more information on Stream and its Social Media programs, please visit http://www.stream.com.
About Stream Global Services, Inc.
Stream Global Services is a premium business process outsource (BPO) service provider specializing in customer relationship management including sales, customer care and technical support for Fortune 1000 companies. Stream is a trusted partner to some of the world’s leading technology, computing, telecommunications, retail, entertainment/media, and financial services companies. Our service programs are delivered through a set of standardized best practices and sophisticated technologies by a highly skilled workforce of approximately 30,000 employees based out of 50 locations in 22 countries supporting more than 35 languages. Stream continues to expand its global presence and service offerings to increase revenue, improve operational efficiencies and drive brand loyalty for its clients. To learn more about the company and its complete service offering, please visit www.stream.com.