Social media is everywhere. And nowadays, some would argue that social media is one of the remaining ways people can stay in contact due to the lockdown. More and more companies are turning to social media to communicate with and engage customers. They also utilize social media platforms not just to gain rapport with more customers but also to promote their products and get feedback. Now’s the perfect time to upgrade your company’s social media, and if you’re thinking whether you should outsource or hire an in-house social media management team, here are some pros and cons you might want to consider:
Advantages of Insourcing:
- In-house team’s investment and involvement in your company’s work
While it’s important to have the technical knowledge when handling social media, engaging your audience and customers also requires a more personal approach, and nothing compares to your team’s dedication not only to your company’s services and products, but also to your customers themselves and the way you have built a community with them over the years. Your in-house team’s investment in all of these unlocks the “heart” of your content and will make things more personal and relatable.
- In-house team’s complete knowledge of your company
It goes without saying that you know your business better than any company, and the way your in-house team handles your social media platforms will reflect that and make it felt by your audience. This also plays a vital role in keeping your content in check, especially when showcasing your products and services.
Disadvantages of Insourcing:
- Hiring an in-house team requires addition training cost
Most companies that utilize in-house social media managers tend to focus on just steadily churning out content. This means that training and development of technical know-how are often neglected. One disadvantage of having an in-house team is that it would require the company’s constant investment in these other important aspects of social media management.
- Insourcing costs money
To build your own in-house team, your company must be able to effectively discern your social media management needs and pick the right candidates for necessary roles. Most companies need a team of at least several people to handle all facets of social media management. Hiring people, purchasing tools, maintaining physical offices and overall business operations cost incur costs and resources that may not be prepared for.
Advantages of outsourcing:
- Outsourcing will allow you to focus on your business operations
Simply put, outsourcing will allow you to hit two birds with one stone: while your social media engagement is being ramped up, your core business team can focus on keeping business operations in check and possibly even adjusting those operations based on the changing needs of your clients based on the feedback you get from social media.
You can focus on achieving business goals while they take care of your customers and clients through social media engagement.
- Outsourcing helps reduce in-house costs
Partnering with a BPO provider can help you save money, especially if you take into account the expensive ancillary costs of on-boarding in-house staff, such as recruiting and training expenses, employment taxes, and overhead cost compared to bringing in a dedicated solutions team of expert advisors.
Outsourcing can cut down these costs according to your budget efficiency and quality because they are already experts in that trade. But despite the savings, the right outsourcing partner can still build you a great team of social media experts because they have access to world-class talents at a more cost effective rate.
- Outsourcing will allow you to immediately tap social media expertise
Aside from the two pros mentioned, outsourcing social media management experts allows you to gain expertise that isn’t currently available to you and your team. Apart from marketing and public relations know-how, the right BPO partner would have an aptitude for communication and a passion for connecting with people, and must have a deep understanding of how different social media platforms work and how each of them would fit into your company’s work and its target audiences. Finally, they know the ins and outs of how social media can be utilized to help you engage with your customers in various ways.
Usually, BPO who are well-versed in social media management have access to world-class talent which allows them to build a great team of social media experts for your company. Their A+ recruitment process can scout, employ and train your team in only 30-45 days.
Pro tip: Look for an outsourcing partner with a High Net Promoter Score (of at least 60%). Net promoter score helps businesses gauge the quality of the customer service offered by outsourcing companies. In a way, this represents the primary way customers survey their experience because it means that their clients are happy which results in customer loyalty and retention. It also showcases how well the outsourcing partner is performing, how often they resolve issues, and if their clients are satisfied with their experience. A High Net Promoter Score results in a sense of security and peace of mind in terms of client satisfaction and quality business operations.
Keep in mind that social media is not just about sales engagement. It’s also about connecting and building a relationship with your audience.
All these qualities and more can be found with the right outsourcing partner who can provide a customized, high quality social media management into your business solutions and promise the following:
- Operational excellence
- Build a great social media team specifically designed for your unique CX support needs
- Operational cost savings of up to 70%
- 90% customer satisfaction
- 95% response rate in social media platforms
- Increase customer and brand loyalty
- ISO 27001 and 9001 certified and GDPR, HIPAA, and DPA2012-compliance
- Net Promoter Score: Sense of security and peace of mind
Partnership with Infinit-O
Infinit-O’s mission is to create endless opportunities for your company to realize its full potential.
Infinit-O Key Benefits:
We can build you a great, high-performing CX team:
- Social Media Managers
- Online Community Managers
- Customer Care Representatives (Omni-channel)
- Chat / Email Support Representatives
- Technical Support Representatives
- Market Research Analysts
Start small. Exceed expectations. Think infinitely. Think Infinit-O.