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  • Writer's pictureOtonomee

7 Reasons Why Outsourcing Your Social Media Support is a Game Changer

Your Brand’s social media pages are blowing up. Compliments, questions, complaints – your notifications are endless. Your marketing team is swamped, your support staff is stretched thin, and customer inquiries continue to pile up.

Social media has become the frontline of your customer interactions.

Your top priority should be to respond to each message quickly and with genuine empathy without exhausting your internal resources. Your secret weapon? Outsourced Social Media Customer Service.

Person with phone, social media engagement icons.

What is Outsourcing Social Media Customer Service?

Outsourcing social media customer service involves bringing in a third-party provider or consultant to handle customer interactions on social media platforms such as Facebook, Twitter, Instagram, LinkedIn, and more. This approach will enable you to scale your company's customer experience (CX) strategy while maintaining a competitive advantage.

According to research, 53% of customers prefer chat over other traditional methods such as phone calls or emails, and see social media platforms as the ideal channel for these chat-based interactions.

Hence, by outsourcing your social media customer service, you will be able to meet your customers where they are, ensuring that every interaction enhances your Brand's reputation and builds stronger customer relationships.

When Should You Outsource Social Media Customer Service?

It's amazing to have high traffic and engagement on your Brad's pages. Nonetheless, it comes with its challenges.

High traffic and engagement from social platforms and online advertising leads to more customer interactions, which must be effectively managed in order to maintain customer satisfaction and loyalty.

Meeting your audience "in the moment" is essential for developing positive customer relationships and missing a question or complaint on social media can leave the customer feeling disregarded, resulting in lost reputation and revenue opportunities.

Here are five indicators that it's time to outsource:

  1. Your team is starting to feel overwhelmed by the Rising Volume of Interactions.

  2. You're seeing an increase in your service Response Times. About two thirds of customers expect a response within 10 minutes for marketing, sales, or customer service queries. If your team is struggling to meet this expectation, outsourcing can help ensure timely responses.

  3. High Customer Expectations. Customers now have higher expectations of customer service than ever before. Social media's real-time and personal nature makes it the ideal platform for meeting these expectations, but only if you have the resources to manage it effectively.

  4. You're noticing an uptick in Complaints or Negative Feedback about your response times or the quality of your social media interactions.

  5. Limited Internal Resources. Many businesses do not have enough staff to provide round-the-clock social media support. If your team is small and already holds numerous responsibilities, outsourcing can provide the necessary support without increasing their workload.

5 reasons you should outsource your social media customer support

Outsourcing your social media customer service can help you meet customer demands for Quality and Speed successfully.

Specialised outsourcing partners have the Experience and Resources to handle large volumes of social media interactions, respond quickly, and maintain a high standard of customer satisfaction, which not only improves customer service, but also frees up your internal teams to focus on core business activities.

7 Key Benefits of Outsourcing your Social Media Customer Service

Outsourcing social media customer service brings numerous advantages that can greatly contribute to the success of your Brand. Here are seven reasons why this strategy is such a game changer:

1. Increased Revenue Opportunities

Outsourcing allows for quicker and more efficient responses to customer inquiries, which can contribute to higher conversion rates.

Many customers prefer to receive support via social media, and quick, effective interactions can convert inquiries into sales.

2. Improved CSAT (customer satisfaction)

Working with a partner who is knowledgeable and specialised in social media customer service ensures that you have designated the necessary resources, like outsourced employees who are focused on providing high-quality, empathetic responses, which will significantly increase your customer satisfaction.

3. 24/7/365 Coverage

It’s challenging to find staff willing to work odd hours. Outsourcing ensures that your social media customer service is available 24/7, 365 days a year, providing swift non-stop assistance across all time zones.

This constant availability improves the customer experience and keeps problems from escalating, what results in higher customer retention rates because customers are less likely to switch to another company if they're certain they can get help quickly and easily.

4. Better Online Reviews

When you're quick and effective to answer social media queries, customers will take notice and leave positive reviews and feedback, helping your Brand's online reputation.

Research shows, 74% of consumers say ratings and reviews are an important way they learn about products that they have never purchased before. And nine out of ten customers say they take into account reviews prior to making a purchase decision. This makes ratings and reviews the most important factor influencing purchase decisions, with 93% of shoppers reporting that this content influences whether or not they buy a product.

5. Access to advanced tools, technologies and reporting

Outsourcing partners often have access to powerful customer service tools and technologies that would be too costly or complex for in-house teams to handle. These tools, such as social listening platforms, CRM systems, and AI-powered chatbots, can help to improve efficiency and the overall customer experience. They will also help to monitor, collect and analyse data from customer interactions, providing valuable insights into customer behavior and preferences.

6. Scalability & Flexibility

Outsourcing allows you to scale your customer service operations up and down based on demand without making major investments in hiring or infrastructure. This scalability is especially useful during peak seasons or marketing campaigns, when customer inquiries may spike.

7. Focus on core business activities.

Outsourcing your social media customer service allows your internal teams to focus on core business activities like product development, marketing strategy, and sales. This enables your company to innovate and grow without being constrained by customer service requirements.

Partnering with the right social media customer support provider means strategically improving your customer experience, increasing efficiency, and driving growth. Unlike automated chatbots, which often fall short in delivering personalised interactions, human agents provide the empathy and understanding that customers value.

Delivering exceptional customer experiences builds a positive brand culture, which leads to increased customer loyalty and revenue. So, if your company is struggling to manage social media interactions effectively, it's time to consider outsourcing.

The advantages are obvious: increased efficiency, more satisfied customers, and a stronger bottom line.


At Otonomee, we provide people and technology solutions through multilingual customer care to help you move into new markets, level up your customer management processes and deliver stand-out customer experience.

Want to read more? Visit to learn about our outsourced customer contact services solutions, our approach and how we will support you in championing growth and scale.

Why not Connect with Us  - drop us a line and let’s talk!


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