Capgemini Business Process Outsourcing

Social Media Management

Social media represents a global network of real-time relationships with your business. To manage these relationships you need to hear, understand and react to what your customers are saying about you or your product. 

Capgemini’s Social Media Management offer, provides the insights and strategies to improving customer experience on social media.

Improving Customer Experience through Social Media Management

Our team draws on Social Media Management, a comprehensive, multi-layered suite of services, to provide strategies, tools and insights for better communication with your customers. Using an integrated set of technologies, we help you hear and understand what your customers are saying, then analyze and respond in a fast, efficient and scalable manner.

Through this solution, we offer 3 complementary management services:

• Market view: we listen to social media channels to monitor trends as they emerge
• Product view: we analyze and monitor conversations around particular products, to identify influencers and gain insight into the customer experience
• Community interaction: we engage in direct communication with your customers, to generate positive reactions and impressions

Social Media Management Services – The Capgemini Difference

• Technology: we use cutting-edge technology from multiple providers. This enables us to provide a flexible and highly-customizable solution that offers deep insights to customer sentiment, feedback and behavior across multiple channels.
• Global reach: with multiple sites across the globe, we can offer services on shore, near shore or off shore. This ability, and the accompanying distributed cost model, can drive cost efficiencies in any solution. A global footprint also provides the added benefit of multilingual and localized services.
• Return on Investment: we have developed capabilities that can generate substantial savings through cost deflection as well as help generate incremental sales volume. Capgemini maintains the operational ability to directly engage customers in the new social media space and though traditional channels (e.g. Contact Center, email, IVR).

We Evolve with Social Media

Since social media is constantly changing, we also provide seamless expansion when new social media sites emerge. As technology advances, we integrate these new elements into our solution before the competition, giving you maximum visibility over your customers and competitors.

For more information visit: http://www.capgemini.com/services-and-solutions/outsourcing/business-process-outsourcing/solutions/social-media-management/.