best practices for the digital and social media contact center
DESCRIPTION
Learn how to monitor customer sentiment, identify top influencers, and leverage the power of social media for your business by registering for a Webcast hosted by Vocalcom.TRANSCRIPT
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Version 1.0 by Simon Harrison
CONTACT CENTER in the Salesforce CloudCONTACT CENTER SOLUTIONS
Best Practices for the Digital and Social Media Contact Center
George Seroukas, VOCALCOM
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Agenda
Evolution of Medias
The opportunity The Solution Storyboard Best Practices
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Evolution of media channels
3
1990s 2000s Today
Voice
Single channel
Daily interactions worldwide
x1 x35 x300
Silo multi-channels
SMS
Voice
Chat
4G video
SMS
Synchronized omni
channels
Voice
Hyper connected mobile users
Live web presence
Web to shop
Customer interactions on mobile, web, and social media increased by a factor of 300.
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Twitter – The Opportunity
• 500 million twitter users
• Each user has an average of 208 followers
• 340,000,000 tweets are exchanged every day
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Twitter – The Opportunity
Brand Mentions on Twitter
111,000+/day
103,000+/day
49,000+/day
25,000+/day
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Twitter – The Opportunity
340,000,000 tweets are exchanged every day
Disney could respond to tweets every second of every day and they still wouldn't be able to respond to all of the tweets directed at their brand.
If Walmart had to respond to every tweet mentioning their name, they'd have to publish 17 or 18 tweets per minute, 24 hours a day.
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Twitter – The Solution
• Filter information (hash tag, search string, people)
• Define Twitter contact strategy (monitor tweets)
• Route tweets to representatives
• Manage complaints
• Customer service
• Build brand awareness
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Twitter – Storyboard
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Twitter – Storyboard
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Twitter – Storyboard
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Twitter – Storyboard
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Twitter – Storyboard
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Twitter – Storyboard
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Twitter – Storyboard
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Twitter – Storyboard
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Twitter – Storyboard
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Twitter – Storyboard
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Twitter – Storyboard
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Twitter – Storyboard
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Twitter – Storyboard
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Twitter – Storyboard
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Twitter – Storyboard
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Twitter – Storyboard
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Twitter – Storyboard
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Twitter – Storyboard
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Twitter – Best Practices
• Define your strategy and proactively monitor and engage tweets
• Filter and respond to tweets efficiently in real-time.
• Increase sales opportunities and improve customer service
• Route tweets to skilled representatives
• Capture requests and contact information
• Increase loyalty, grow revenues and build brand awareness
• Leverage multichannel for enhanced customer experience
(Voice, Social Media, SMS, Email, Video & web chat)
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Facebook – The Opportunity
• 1.2 Billion monthly active users
• 819 Million monthly active users use Facebook mobile
• 10 Million Facebook apps
• 50 Million Facebook pages
• Revenue Q2 2013 1.8 B / 1.5 B was from advertising
• 41% of all advertising revenue came from mobile advertising
• 2.7 Billion per Day
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Facebook – The Opportunity
• Facebook has 1 million active advertisers (getting the Average budget per advertiser to $1590 per quarter) – interesting stats if you apply the 80:20 rule
• 100 million monthly active users use the app, “Facebook for Every Phone” for native phones (intended to reach audiences where smartphones are not yet generally affordable)
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Facebook – The Opportunity
• Regional Facebook Monthly Active Users
Asia – 339 million users
Europe – 272 million users
US & Canada – 198 million users
Rest of World (Africa, LATAM) – 346 million users
Mobile is skyrocketing and these Facebook stats prove it. In fact, 41% of Facebook revenue comes from mobile! This is truly amazing!
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Facebook– The Opportunity
Top Retail Brands on Facebook
37,000,000 +
33,000,000 +
23,000,000 +
22,000,000 +
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Facebook– The Solution
• Your Contact Center solution must allow you to connect to a customer who uses Facebook.
• Share offers between friends (Introduction)
• Social selling = selling to more than 1 person
• Get permission from targeted audience
• Ensure maximum visibility and privacy
• Increase loyalty, grow revenues and build brand awareness
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Facebook– Storyboard
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Facebook– Storyboard
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Facebook– Storyboard
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Facebook– Storyboard
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Facebook– Storyboard
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Facebook– Storyboard
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Facebook– Storyboard
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Facebook– Storyboard
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Facebook– Storyboard
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Facebook– Storyboard
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Facebook– Storyboard
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Facebook– Storyboard
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Facebook– Storyboard
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Facebook– Storyboard
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Facebook– Storyboard
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Facebook– Best Practices
• Integrate a contact center solution that allows you to interact with Facebook users.
• Respond to posts and comments in real-time
• Increase sales opportunities and improve customer service
• Route posts to properly skilled representatives
• Capture requests and contact information
• Increase loyalty, grow revenues and build brand awareness
• Leverage multichannel for enhanced customer experience
(Voice, Social Media, SMS, Email, Video & web chat)
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Version 1.0 by Simon Harrison
CONTACT CENTER in the Salesforce CloudCONTACT CENTER SOLUTIONS
Thank you for your time
George [email protected]