Purpose-Built Social Customer Care. At Scale.

Social Media + Customer Care?

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     Marke'ng   Support  Purpose   Listen  and  Monitor   Engage  and  Triage  Currency   Trends   1:1  Conversa4ons  

Success  Metric   Share  of  Voice   C-­‐Sat,  Time  to  Agent  Response    Measurement   Quarterly   Minutes  

Work  Environment   Shared  Ownership   Individual  Accountability  Social  Success   Retweets   Case  Resolu4on  

Typical  Response   “Thanks!”   “How  can  we  resolve?”  Loca'on   Headquarters   Distributed  

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