Ft. Lauderdale, Florida - February 9, 2010 - PRC, LLC, one of the providers of outsourced customer contact management services, today announced the launch of its new PRC Social Media Solutions. The company will now offer comprehensive, customizable Social Media services that can be fully integrated with its Inbound/Outbound Teleservices, Email, Chat and other service offerings.

"Consumers today are increasingly using social networking sites like Twitter and Facebook to share their buying experiences, both positive and negative," explains Greg Carr, SVP Sales and Marketing for PRC. "In addition, a growing number of customer service inquiries now take place through online social networks. Social media has profoundly changed the customer care landscape, giving marketers a powerful new channel for managing their brand reputation, promoting new products and services, and building long-term customer loyalty. Since PRC is continually striving to add more bottom-line value for our clients, incorporating Social Media into our spectrum of services is a natural progression for us."

PRC’s Social Media Solutions are comprised of three primary components: listening, measuring and engaging. The listening component involves monitoring conversations on the ever-expanding social networking websites to track marketplace reputation and uncover service or product-related issues that warrant action. In the measuring phase, PRC uses a state-of-the art analytics tool to track mentions of a client's brand across all social media sites, which can be helpful in determining the success of customer service outreach initiatives and marketing campaigns. Lastly, PRC engages with its clients’ customers to address individual service issues, troubleshoot and resolve problems and thank customers for their feedback.

Social media marketing differs from traditional "reactive" customer support practices in that it allows businesses to take a uniquely proactive approach to addressing customer needs and concerns. Some examples of how companies can use this medium include correcting inaccurate statements made about their brand, contacting displeased customers, and diffusing negative feedback before it has viral impact across the Internet.

"Social media is a trend companies can use to positively impact their overall customer experience, and we’re helping them harness its considerable potential in the most strategic and cost-effective way possible," says PRC’s CEO, Steve Richards. "PRC is thrilled to be able to give our clients yet another way to rise above challenging economic times, accelerate their business growth and enhance their brand image with customers."

Your place to post comments, queries and anything else you want to share about Outsourcing.