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SYKES Business Process Outsourcing Glossary

Looking to learn a little more about what we do? We've compiled a comprehensive list of common BPO terms and definitions so you can stay in the know.

Social Media Brand Engagement

Social media brand engagement is a convergence of customer support and marketing that works to improve the customer experience (CX) and increase brand loyalty through social media. By personally engaging with customers on social channels, review sites, and community forums, brands are able to simultaneously resolve issues and build relationships.

Social media exists to bring people closer to their friends, family, and yes, brands. In an always-connected culture, consumers expect to connect with their favorite brands. In fact, 70% of consumers expect a two-way relationship with brands and want them to use their feedback to improve their offerings and communication.

In the same way, consumers use social media and review sites to talk about your brand with others. User generated content, amplified in real time by always-on technology, can have profound effects — for better or worse.