1. LO
EnLme is
H a
my
Social Media Monitoring
Center

2. Social Media Monitoring
Center

5. 10.000.000

6. 2007
2008
2009
2010 } +100K Facebook
+34K Twitter

7. Relationship With
Customer
Social Media
Monitoring Center
Public Customer
Marketing Sales
Relations Service
• Campaign Analysis • Traffic Movement
• Crisis Management • Generate • Handling of
• Brand Awareness • PR with Sponsors Conversation inquiries and Doubts
and Partners • Technical Support
Customer
Engagement

8. 2011

9. 1st in
2011
Latin
America!

10. SOCIAL MEDIA
MONITORING AND
CUSTOMER
ENGAGEMENT
COMPANY
?
@ HD HBO

11. 208.435

12. 2010 69.859
2011 208.435
+198%

14. 2010 14.763
2011 88.521
+500%

15. Customer Service
• Handling of inquiries
and Doubts
• Technical Support

16. ?
? ? ?
? ?
? ?

17. #BLAH!
A H! BLAH!
@BL
@B BLAH!
BLAH LA
! H!
H !
B LA LA H!
#B

18. My iPhone 4 always lowers its
internet speed in the second
part of the month EH!
Can we call you to xxxxx389?
Ok!
Our executives will call you,
take care!
I can’t pay my bill on your
website! #MovistarSucks
Is there any way we can help
you?
No, I had to use another
method, your page doesn’t work!

19. My iPhone 4 always lowers its
internet speed in the second
part of the month EH!
Can we call you to xxxxx389?
Ok!
Our executives will call you,
take care!
I can’t pay my bill on your
website! #MovistarSucks
Is there any way we can help
you?
No, I had to use another
method, your page doesn’t work!

20. LO
HyEnLme is
m a
NKY OU !
@ THA THANK YOU!
IA S!
AC
G
THA
R
#THANKYOU!
NK Y
O U! @GRA
CIAS
ANKYOU! RACIAS!
@TH G #