WINNIPEG, Manitoba. April 4, 2012 – 24-7 Intouch, leading contact center outsourcer, announced today the official launch of their social media management arm, Social Herd. Social Herd is an outsourced provider of social media monitoring, moderation, engagement and insight for brands active within the social web.
24-7 Intouch made the strategic decision to create Social Herd as a separate company to ensure internal focus is directed in developing social media management best practices and delivering high quality monitoring and response solutions to their customers.
“Increasingly customer service managers are being asked to manage social media conversations by marketing or executive management and are unsure on how to integrate this dynamic channel within their overall responsibilities” says Greg Fettes, President & CEO of 24-7 Intouch. “Similar to when we deployed our live chat solution, it was a new, unknown engagement opportunity for our clients. Agent recruiting and training was different and operational best practices needed to be developed. By separating Social Herd, we will have the internal focus to launch social media management as an immediate core competency. “
Social Herd will be led by Maya Kotecha, Vice President of Marketing at 24-7 Intouch. Maya Kotecha will act as the Vice President of Social Herd and is responsible for developing and directing the overall business.
“Most experts in the social media space are within marketing companies or PR agencies,” notes Kotecha. “Many BPO’s are pursuing Social Media Management as part of their channel offering, yet there are only few that are proactively growing their business via social programs. With Social Herd, our focus will begin on supporting customer service teams by defining technology requirements, monitoring guidelines, escalation workflows, response guidelines and setting KPI metrics for social media that speak directly to contact center professionals”.
“Social Media is an amplified channel that is highly reactive and requires quick response,” notes Fettes. “For our clients, the ability to sift through all the information quickly and respond within minutes will greatly impact their customer relationships and overall loyalty.”
To learn more about Social Herd contact Director of Sales, Matt Wheatley at email@example.com or visit www.socialherd.com.
About 24-7 Intouch
24-7 Intouch is a leading contact center outsourcing company that delivers innovative and value-driven outsourcing solutions via voice, live chat, email and social media across all industry segments. Using the most advanced technology in the industry and Certified Sales and Customer Service Representatives, the multichannel approach taken by 24-7 Intouch addresses both long and short-term goals to reduce costs, increase incremental revenue and deliver lifetime customer loyalty. The 24-7 Intouch team is aligned to act as brand specialists, representing their client’s brand, culture and employees in each business partnership.
Marketing Manager | Direct & Digital Marketing
firstname.lastname@example.org | @247intouch
VP, Marketing & Sales Operations 24-7 Intouch
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