Service Enables Clients to Deliver Personalized and Consistent Consumer Experiences
BOSTON, MA. - August 11, 2010 - Stream Global Services, Inc.
(NYSE AMEX: SGS), a premium, global business process outsource
(BPO) service provider specializing in customer relationship
management services for Fortune 1000 companies, today announced the
availability of its social media service offering, combining
Stream's expertise in customer relationship management with a focus
on the emerging social media market. Stream's service offering
provides clients a multi-faceted approach for actively and directly
engaging with their customer base across a multitude of social
media, thereby creating a truly personal and interactive customer
experience.
According to a recent white paper by research firm Yankee Group,
70 percent of consumers surveyed want to leverage social media
sites for real-time availability of technical and customer support.
As part of Stream's offering, social media professionals actively
monitor a variety of social media - including websites, blogs,
forums and message boards - and respond to customer support and
product information needs. As a result, Stream provides its clients
with timely consumer feedback, real-time market trends, and
potential revenue generation opportunities. Stream's social media
offering may be combined with other communications services - such
as its voice, chat, email and data analytic services - to create a
fully integrated and comprehensive solution that drives customer
satisfaction and increases overall brand loyalty.
Stream also offers programs specific to providers of online
communities. For two of Stream's clients -a leading Internet
service provider and provider of an online networking site -
Stream's social media professionals assist with the construction
and management of online user policies, as well as monitor online
activity to ensure the site's specific security requirements are
followed.
Stream's social media offering currently includes the following
features. Additional features are under development for future
release.
- Social Network Monitoring: active monitoring of websites,
blogs, forums and message boards to identify real-time consumer and
market trends.
- Engagement and Response: real-time, personal interaction with
client customers across an unlimited number of social media,
including providing client news and promotions updates, responding
to customer information requests, and correcting misinformation
and/or addressing customer dissatisfaction drivers.
- Revenue Generation: proactive identification of incremental
sales and/or market promotion opportunities by leveraging
intelligence garnered from market and consumer trend analysis.
"Today's consumers are increasingly turning to the virtual
community and social networks for support and information on
products and services they use every day. To address this shift in
consumer behavior, Stream has created a unique business model to
service both B-to-C companies, as well as the ever-growing social
media content providers," said Scott Murray, Chairman and CEO. "By
providing a platform for actively engaging with this growing
customer base, Stream helps our clients build enhanced long-term
customer value and ultimate brand loyalty, and for social media
clients, maintain high levels of security protection."
Stream's social media offering was recently deployed as part of
an overall sales and support program for a leading technology
client, resulting in the expansion of the client's customer base
and the generation of new sales opportunities. Stream's expertise
in proactively monitoring and analyzing customer response to
marketing initiatives helped the client make well-informed business
and marketing decisions related to online product offerings,
up-sell practice improvements, customer segmentation, price
positioning and demographic trends.
Contact Information:
Nancy Finn
Global Marketing Communications
nancy.finn@stream.com
781-304-1846 About Stream Global Services
Stream Global Services is a premium business process outsource (BPO) service provider specializing
in customer relationship management including sales, customer care and technical support for Fortune
1000 companies. Stream is a trusted partner to some of the world's leading technology, computing,
telecommunications, retail, entertainment/media, and financial services companies. Our service programs
are delivered through a set of standardized best practices and sophisticated technologies by a highly
skilled workforce of approximately 30,000 employees based out of 50 solution centers in 22 countries
supporting more than 35 languages. Stream continues to expand its global presence and service offerings
to increase revenue, improve operational efficiencies and drive brand loyalty for its clients. To learn
more about the company and its complete service offering, please visit www.stream.com.
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