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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 Support

As social media platforms grew in popularity, customers grew to expect their favorite brands to be available for support on the go. A defined social media support strategy allows brands to quickly respond to customers through private or public interactions on a variety of social media applications, including Facebook, Twitter, Instagram, LinkedIn, and other channels. This approach gives customers a convenient option to connect with support, cultivating brand loyalty with customers over time and building brand awareness through online visibility. Social media support also gives brands the opportunity to address complaints on social media, leading to more efficient issue resolution and further defining the company’s public image.

In today’s digital atmosphere, customers expect support to be available on the platforms that are convenient to them. For brands, this means cultivating a social strategy that emphasizes support in every stage of the customer journey, from awareness to the point of purchase and beyond. Using social media support in conjunction with traditional support methods can ensure that customers develop positive associations with your brand, and that your brand places value on their experience.

With access to support on social platforms, customers can connect with brands online, regardless of their location or time zone, and receive on-the-spot troubleshooting and resolution for problems they encounter with your product or service. The convenience of social media allows customers to contact or @-mention a brand without the requirement of an instantaneous response times (like what’s expected during a chat or phone call).


Answering customer questions on social prompts 48% of consumers to purchase.