A Trustworthy Outsourcing Partner

Being in the Outsourcing industry for more than a decade, New Media Services (NMS) has had its share of failures and successes. This is how they have learned that there is no single formula to providing great service. As the current market is today, everyone is working to be the next big thing. Constantly throwing around ideas, improving on old practices and creating new ones in the process. 

These constant changes and targets has taught NMS that to become a great outsourcing partner, a business must be both rigid and flexible.


NMS as a Partner

Rigidity and Flexibility in terms of outsourcing are not opposites. They are complimentary – as NMS has seen in years of outsourcing can attest. Having a defined set of standards to deliver quality and maintain effectiveness is important for any business. More so with NMS. 

As an outsourcing partner, NMS has a talented workforce that has delivered various services while maintaining a strong focus on client-based excellence. Being rigid in this sense helps NMS and the Client deliver what is needed as well as discover new and better ways to meet targets through hands-on operations.

The flexibility of NMS comes into play in the way we present our services. By offering tailor-made business outsourcing, we give our clients the room to collaborate, improve and request client-specific deliverables.

This is what NMS is all about – offering what you need, when you need it and how you need it. With a Human Resource Team which is constantly on the lookout for various talent, an Account Management team ready to handle the details of client accounts, and multiple Operations teams full of experienced staff; New Media Services is your partner for all back-end administrative and operations needs.


Coverage and Capability

New Media Services offers:

  1. Customer Outreach – covering customer support services for voice, email, live chat and SMS
  2. Content Creation and Production – via video production, content writing, design and SEO
  3. Social Media and Community Engagement – handling social media services, social network management and online community management
  4. Virtual Workforce – filling-in your manpower requirements for various task from design & development, to virtual assistant services 
  5. Moderation Services – handling content for review, approval and rejection

On top of this, NMS offers Flexible Outsourcing Services that work with you to decide on administrative and operations requirements that are a definite fit to any business or marketing plan.


Sample Case Studies

Moderation:

Background:

A social network startup marketing a mobile application that encourages interactions among users through various user-generated content (text, photo, audio and video).

Dilemma:

The client required assistance in moderating content submitted by users to ensure no inappropriate or offensive content was posted and that all other user-generated content adheres to the guidelines and standards set.

Solution:

The company provided the rules and guides for moderation that the Live Moderators of NMS used to review content.

Results:

The moderation campaign was effective and efficient. The guidelines were enforced and even improved upon by NMS.

Customer Support:

Background:

An Australian-based video game developer catering to world-class studios

Dilemma:

Being understaffed, the client had a major backlog in the handling of website-based billing inquiries for in-app purchases; causing delays in chat-engagement for up to 4 hours per customer. 

Solution:

The company used NMS’ customer support services by linking their backend chat system to the “Live Operator Online Platform” (LOOP) thereby, redirecting the bulk of customer related inquiries and billing issues to available NMS chat support operators.  

Results:

Handling and engagement time decreased to within 10-12 minutes from the unacceptable 2-4 hours per customer.

87.36% of customers were satisfied with the speed of engagement as well as the resolution provided for raised issues.

Social Media Services:

Background:

A new company dealing in consumer products and services through e-commerce

Dilemma:

The client needed a marketing and advertising campaign that could reach their potential target audience through social media.

Solution:

The company consulted NMS and acquired their services. Social Media Services checked on trends, top social networks to use and created an editorial calendar for added reliability as well as the best visibility.

Results:

Aside from the increased awareness in terms of products and services offered by the company, their social media accounts gained and wider audience and interest.

Design and Development:

Background:

A company that aims to create social connections through an online community that shares common interests.

Dilemma:

The client wanted to improve the website interface for improved navigation and better user-experience. The goal is to attract new users, retain current ones and represent the brand more effectively.

Solution:

The company used NMS Web Design Services to create better visuals for the website using the ideas and specifications initially set by the client.

Results:

A design was selected from multiple samples created by NMS Designers; all within the agreed timeframe. A few minor revisions were done based on client requests and resulted in a final design that the client was happy with.


The NMS Advantage

Tailor-made Business Outsourcing Services. Our flexible business process outsourcing services are being used as cost-effective solutions to handle customer and organizational communications.


For more information about New Media Services, contact author Anastasiia Bilous on ab@newmediaservices.com.au