Tweeting, Liking and Connecting - Alorica Embraces Social Media

In just a few years, the consumer market has been introduced to hundreds of new innovative technologies. Smartphones, tablets, cloud services and even wearable technology can be seen on a regular basis. Today’s digital age offers a big opportunity for companies to connect with their customers. Social media has become a critical platform that organizations of all industries need to take advantage of – allowing companies to send out messages to the public while at the same time interacting with customers individually.

Although many consumers turn to traditional methods, such as phone and e-mail, to get in contact with companies about product or service inquiries, one in six customers use Facebook (News - Alert), Twitter and other social networks to interact with businesses. An Avaya study found that 50 percent of consumers are more likely to buy products or services from a company that they can contact through social media and 56 percent of customers who use social media to interact with a business say they feel a stronger connection.

Alorica, a provider of business process outsourcing solutions that span the entire customer lifecycle, integrates monitoring of social media conversations into a holistic care process that allows clients to participate in the conversation and then build or repair relationships as needed. The company’s CRM services include monitoring, engaging and improving social media experiences as part of an organization’s ongoing customer care initiative.

For example, Alorica’s social media command center intercepted a negative tweet from a social influencer with more than 500,000 followers for a consumer electronic client. Alorica’s agents engaged the individual, understood his issue and resolved it by priority shipping a replacement tablet. The customer tweeted about his great experience and is now a promoter and brand advocate.

In addition to understanding the importance of social media for its clients, Alorica maintains a strong company presence on different social networks.

Its LinkedIn page has more than 3,150 followers and has more than 1,780 employees connected on LinkedIn (News - Alert), and frequently updates its services, available positions and company news. It also updates its Twitter account on a regular basis– follow @OfficialAlorica for the latest company news and latest areas it’s turning to for hiring. Alorica’s Facebook page has more than 6,200 likes and features company and industry updates to alert users of the latest happenings. Be sure to follow the company on these different platforms!