Social Media Operational BPM Services

Presence management

• Supporting your social presence
• Ensuring consistency and positioning of the right persona of the brand across channels like Facebook, Twitter and YouTube
• Focusing on the freshness of content and relevance to maintain stickiness with your target audiences

Community management

• Supporting your ability to create communities with membership enrollment drive
• Managing and curating conversations
• Creating content based on customer needs, fostering new ideas, brainstorming new products or service models, etc.

Moderation

• Ensuring that your defined policies of usages are adhered to
• Controlling spam and inappropriate content across internal communities or on controllable social properties, ensuring conversations / discussions are focused with a view to generate value for all participants

Response management

• Social listening and classification of chatter to identify opportunities to engage
• Supporting consumer engagement around topics being discussed on your branded community as well as public social communities
• We provide support for three modes of response: triaging to relevant teams to respond, owning the response, coordinating and posting on behalf of identified stakeholder groups

Advocacy management

• Identifying key influencers with relevance to the social activity of consumers
• Engagement and influencing the influencers / leveraging their reach
• Also includes typical blogger outreach programs to create market awareness and buzz

Social analytics

• Sending key alerts on topics
• Analyzing certain trends / events
• Creating a review of a certain period of some fundamental metrics
• As an advanced offering for social analytics, we provide basic services along with domain expertise to create insights and share actionable campaign recommendations