Social Media: Trends to Watch in 2017 | Teleperformance
Social Media: Trends to Watch in 2017

At Teleperformance, we build our Social Media Care products to help brands deliver the highest quality customer service on channels whose features and users are constantly evolving. Here are a few of the most important trends in social media and customer service that Teleperformance will be watching in 2017:

Facebook Will Continue to Lead Innovation in 2017

Facebook™ has been hard at work finding ways to make the platform an all-in-one stop for not only social interaction, but professional outreach, marketing, and even direct sales. Teleportformance’s Social Media Analysis research indicated that Facebook is still the most popular social channel for brands to engage customers. The study revealed that 80 percent of brands are using the platform to interact with customers.

Video is one of the most promising means through which all social media platforms will attempt to create more engagement on this platform. In a recent study, 83 percent of marketers said they’d like to create more video content, but that restraints on time and resources make that complicated. Facebook™ is betting on a lot in Live Videos for Facebook™, mostly driven by media outlets, and Messaging Videos for Instagram™ driven by user generated content.

More Tools for Businesses

2017 will see the rise of business tools within social media platforms previously seen as purely, well, social. Teleperformance’s Customer Experience Lab (CX Lab) conducted a study across five main markets and discovered that 67 percent of active users seek information on promotions and discounts on social media, or to become aware of campaigns or new products. This means that customers are not only open to receiving information about brands on social media, but also looking for it actively.

Snapchat’s™ geofilters were a hit in 2016, allowing businesses and brands to sponsor their own filters for different locations. Snapchat™ will continue to seek ways to offer targeting and analytics opportunities for advertisers through moves like giving geofilters more data for marketers on where the ads are being served, allowing them to deliver them to more specific locations. Instagram™ will continue to offer increased analytics and opportunities to create ads from posts.

Messaging apps will become vehicles for brands to deliver better service and marketing efforts. Bots will be huge in 2017, delivering content directly to individuals in a way that feels more personal and is more likely to be seen and acted upon. APIs will also be able to integrate social media with CRM, marketing automation, prospecting, and retargeting.

Brands are finding out that they cannot cut corners when it comes to delivering the highest standard of customer service on social media. Through Teleperformance’s Social Media Care products, we provide brands with a clear workflow for addressing customers’ inquiries effectively and efficiently without sacrificing the personal touch that innovative social media tools will afford us in 2017.

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