5. SOCIAL STRATEGY1 | STRATUS CONTACT SOLUTIONS
Becoming a social business
Customer
Acquisition
Customer
Retention
Customer Data
6. SOCIAL STRATEGY1 | STRATUS CONTACT SOLUTIONS
Social Media Leadership
• What executives need
to know about social
• Outline best practices
for success
9. SOCIAL STRATEGY1 | STRATUS CONTACT SOLUTIONS
Future of communication
The way people communicate has shifted to the web
• More than 2 billion people are using social media across
more than 100 social media channels
• More than 85% of online purchases are driven by online
ratings and reviews
• There are more than 175 million Internet enabled
smartphones in the US alone
• More than 30% of Americans have dropped their landline
service in favor of a smart phone
17. SOCIAL STRATEGY1 | STRATUS CONTACT SOLUTIONS
Social listening data
• Identifies customers at a point of need
• Net Promoter without the survey
• Measure actual referrals, public sentiment and
your brand reputation
19. SOCIAL STRATEGY1 | STRATUS CONTACT SOLUTIONS
Social in the contact center
• Save money
• Prevent Crisis
• Improve brand perception
• Create a new channel for outbound
28. SOCIAL STRATEGY1 | STRATUS CONTACT SOLUTIONS
Social agents are different
Social agents require different skills
• Excellent written communications
• Aptitude for marketing
• Understanding of the media (Facebook vs.
Twitter)
29. SOCIAL STRATEGY1 | STRATUS CONTACT SOLUTIONS
One to One vs. One to Many
Voice
one to one channel
Social Media
one to many channel
30. SOCIAL STRATEGY1 | STRATUS CONTACT SOLUTIONS
Fixed Tasks vs. Flexible Tasks
• Call center agents handle repetitive tasks with
fixed responses well.
• Social agents need to be flexible and handle
varying tasks across multiple channels.
32. SOCIAL STRATEGY1 | STRATUS CONTACT SOLUTIONS
If a crisis happens
• React quickly
• Senior level response
• Agents engage one on one
• Address each mention
36. SOCIAL STRATEGY1 | STRATUS CONTACT SOLUTIONS
Customer success
Help customers
make the switch
when they are
dissatisfied with
their current
providers for a
reduced CPA
37. SOCIAL STRATEGY1 | STRATUS CONTACT SOLUTIONS
Key takeaways
• Voice of the customer is often much different online than
in the call center.
• Just because you have a Facebook page doesn’t make
you a social business.
• Social is a interactive channel. You must plan a broad
strategy for both inbound and outbound communication.
• Social media agents and call center agents have different
skills. Agents must understand social is a one to many
channel.
38. SOCIAL STRATEGY1 | STRATUS CONTACT SOLUTIONS
Call center consultation
For your free social media consultation,
please visit our booth or request a demo online.
Socialstrategy1.com/social-media-consulting-for-call-centers/
Learn more
39. SOCIAL STRATEGY1 | STRATUS CONTACT SOLUTIONS
Thank You
Jim Iyoob
SVP Corp Dev, ILD Corp.
jimi@ildmail.com
@jiyoob
Mike Lewis
CEO, Chairman, ILD Corp.
Mike.Lewis@ildmail.com
@Michael_F_Lewis
Notes de l'éditeur
Social media is not a check box, social media is not a permit, most of the times companies will launch social media and think they have it covered
Becoming a social business
Why we founded our companies
Who knows what this is?
This is the nokia lumia, the fastest selling phone on the market now and it has an awesome camera.
It has 41 megapixel camera
It has blazing fast internet
Twitter and Facebook are built in
And it even makes telephone calls
The way people communicate has changed & businesses need help to keep up
What if you could speak to competitor’s customers after their bad experience?
What do your customers do more than anything? Tell us what we are not doing!!
Regardless of where you are in the world, people share anything about your business that they want, and there isn’t anything you can do.
Engaging Customers through the customer life cycle is the key
Everybody wants to engage in the sales process – that’s the push down approach
If you only engage in the sales side of Social you lose 50% of the opportunities
Customer Care Through Social is Marketing
Reaching the person at their point of interest in their Preferred channel is what great social companies do.
Reaching customers and prospects in their communication method, not the company's is the best demonstrated practice.
Imagine this – a person reached out to you on social and you send them to another channel, (like phone)
They call this number and they get a recording they are 20th in queue or 1 hour or better yet –
leave you number we will call you back when we thinks its important to call you back
Net promoter is a internal survey to understand if your customers would refer you to there friends, in social we can listen for these referrals
Tell the story about the 1 star rating on FB pages
Out of 50 examined social media crisis between Jan 2001 and Aug 2011, the top reason was exposing customers to a poor experience.
Social media is a public conversation and the agents need to be able to effectively communication in short phrases.
Although template responses can be used, every interaction will be different and the agent needs assess the situation and respond appropriately in 1 to 5minutes or less.
Its 144 characters
We start training with reputation management allowing agents to respond to posted remarks or ratings of a company’s brand, products or services. Responses in review sites can be a standard issue and are more like sending an email than a live twitter conversation.
Voice is a one to one channel. Only the rep and customer are involved in the sale or support. Where as social media requires the agent to publish their response publicly and any twitter follower or Facebook visitor can see the response. This can work in the businesses favor but can be very risky if agents are not properly trained appropriately.
Talk about bad experiences here
Cannot automate Escalation
Escalation in call centers happens all the time and we escalate to a floor sup
Not the same in Social
Talk about example of THEFT in telco
Bottom line –
Timely
Relevant
Personable
Typical cost per acquisition is nearly 50% lower than advertising.
And customer service professionals are traditionally cheaper than an outsourced marketing agency.