Your customers and prospects come in contact with your brand through numerous touch-points – use of your products and services, your company's efforts to engage with them directly via events and campaigns, interactions with your contact centers, and dialog on social media platforms.

With social media opening up newer possibilities and introducing innovative ways of communication in all spheres, the presence of your brand on this platform needs to be based on careful strategy, smart management, and hawk-like vigilance.

The key is to listen to these conversations and interact with the consumers promptly and accurately. Businesses need to make a conscious effort to socialize their brands and processes to fit to the need of this channel. The insights obtained through these social interactions need to align or adapt your organization's process towards better customer experience. A conversation thread on a social media platform can ignite an idea for a new product, or give you genuine insights into your consumers' needs, or bring to you that which the most sought-after employees look for in an employer organization.

Marketing, public relations, sales, customer support and service, human resources - every function in your organization needs to be harmoniously oriented toward the common business objectives and tie in with your social media strategy and its execution.

Aegis LISAn – focus on every element of your service strategy

Aegis partners with you to create and execute a foolproof and comprehensive social media engagement strategy with Aegis LISAn. The solution includes workflows and capabilities to manage every aspect of the program: listening, interacting, socializing, and adapting the customer experience processes in the social media space.

Aegis LISAn connects with all the relevant social media channels and gathers the pertinent discussion threads about the brand. These threads are presented on a common platform which is accessible to all the roles involved in your social media management. Aegis provides you with 'agents' who can manage your social accounts such as Facebook, Twitter and other channels in multiple geographies and are responsible for responding to conversations in time. All the agents have access to the platform and the collated conversation threads, saving you the time spent on tracking and visiting multiple websites. The responses are then routed to subject matter experts, if needed, or to the approving authority, as a precautionary measure to avoid reputation damage, for final approval and publishing.

Balance the four corners of your strategy

Your social media engagement strategy rests on four crucial points: listening to the voices on social channels, interacting in the conversations, analyzing their impact on your business, and engaging in conversations to control their direction. Aegis LISAn helps you balance all the four corners.

LISTEN

Aegis LISAn proprietary software can track and monitor conversation threads from a large number of streams across various channels such as Facebook, Twitter, LinkedIn, YouTube, News, Forums, Blogs, Review Sites, E-Commerce sites and other niche sites related to your business. INTERACT

Aegis LISAn manages and shapes all relevant conversations with the right workflow system, skilled conversationalists, and empowered supervisors so your brand can enjoy effective outreach and positive reputation. SOCIALIZE

Going beyond mere interaction Aegis LISAn can help brands develop effective habits and best-practices for socializing in this space effectively, thus providing a fully integrated experience for the brand as well as for the users. ADAPT

The intelligence and insights gathered through listening and interacting gets fed back into your organization's processes and customer experience channels, to enable alignment with customer expectations and adapt to evolving customer requirements. Aegis LISAn offers you invaluable insights and assistance to help achieve this.

Aegis LISAn

Our approach to social media

www.aegisglobal.com

Manage all four dimensions of your engagement

The success of your well-crafted strategy depends on four dimensions:

Technology: Aegis LISAn Social Media Engagement Solution provides you with a technology platform to listen to popular social networking sites, blogs and discussion forums, respond to them in near real time, monitor and audit responses, and create deeper engagements. The platform provides capabilities to house the discussions sources separately and gives you filtering options based on time, geography and more. This ensures that the responses are published within a specific turn-around time. The platform also enables you to send emaiIs to people who are not connected with the system.

The cloud-based solution is hosted by Aegis, with no capital investment involved. The web-based solution offers technology as a service.

Analytics: Aegis LISAn provides built-in analytical capabilities to gain insights into the context of conversations and business opportunities that can be discovered. Dashboards and reports are designed around various types of analyses such as competitive analysis, Twitter and Facebook analysis, volume analysis, sentiment analysis.

Execution: The solution provides execution capability to manage consumer engagement with the right skill sets to support social engagement, management capabilities to monitor the sensitive channel, and security features to supervise responses.

Domain knowledge: Aegis provides domain understanding and competitive benchmarking to develop and steer your social media strategy. This includes information about social media usage across categories and brands in developed and developing markets, social media best practices, impact of your social media strategy on growth of your network and ROI.

About Aegis

Aegis is a global outsourcing and technology company committed to impacting clients’ business outcomes by focusing on enhancing customer experience across all touch points and channels. Aegis was founded 30 years ago in the US and now has operations in 56 locations across 13 countries with more than 55,000 employees. Aegis services over 300 clients from verticals such as Banking and Financial Services, Insurance, Technology, Telecom, Healthcare, Travel & Hospitality, Consumer Goods, Retail, and Energy & Utilities. The company is wholly owned by the Essar Group, a USD 27 billion conglomerate.

For more information, please visit www.aegisglobal.com.

www.aegisglobal.com