stratus contact solutions - designing a multi-channel strategy
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Designing a Multi-channelContact StrategyTapping into new opportunities
Dennis StoutenburghCo-Founder ILD Corp, SocialStrategy1
Changing landscape in customer communication provides unique opportunity to com-bine the assets of our outsource services division (call center and network) with our social media expertise (Social Strategy1) to provide clients a best in class multi-faceted customer care and lead generation solution
Stratus Contact Solutions Launched in early 2012
Multi-Channel Customer Care and Lead Generation
Stratus Contact Solutions
Customer Life Cycle: Acquisition to Advocates
Direct Response marketing has changed, although TV still builds awareness, customers refer to the web to make purchase decisons.
Direct Response (Inbound)
Social Media &Customer Reviews
Email Call Center
Web ChatSocial Media Monitoring
If you only greet customers when they call, you could be missing lead generation opportunities every minute.
Lead Generation (Outbound)
Social Media Monitoring can identify leads
Customers have open coversations about products & services
Engage & Direct customer to take
action
1. 2. 3.
Social leads pin-point customers at point of need in real-time
Social Media Lead Generation
Real Estate Case Study
Social conversations lead to in-person appointments
Loyalty is now driven by a business’s interaction with it’s customer when & where the customer chooses to interact
The Connected Customer
The way people communicate has shifted to the web
• More than 2 billion people are using social media across 100 million 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 smartphones
Enabling Social Media Customer Care
Social Engage CRM Chat Email VoiceCommunity
How are we making the shift?
We marry deep social media technology and subject experts with call center operations toprovide an integrated offering driven by the client objectives.
Our products and services include:
Employees need to be trained in fundamentals of social media• How to engage using appropriate protocols • Removing canned responses• Best practices and moving the conversation offline • Operational changes in Quality Assurance and ROI Measurement
Traditional call center employees are not effective in social media just because they have been provided the tools.
What have we learned?
Without establishing protocols and utilizing best practices, there is a significant risk of error on a major scale.
Social Media Blunders #fail
Loyalty is now being built when and where the customer chooses
Customer Care & Reputation Management
Social Media Email Call Center Web Chat
Social Media Monitoring
Mobile Web &Text
CustomerReviews
• Ability to provide superior customer support - meeting customers where and when they want support • Provides for powerful sales and lead generation opportunities
Integrated offering powers Stratus clients:
Stratus Contact Solutions
Prospective Sales leads in Twitter Product Reviews & Customer Sentiment
Stratus - Client Services
Stratus provides customized solutions for connected businesses who need to engage customers and comprehend data beyond the traditional call center.
Our customer experience professionals become your brand advocates with real-time multi-channel engagement tools.
Industries we serve
• Communications• Direct Response• Education• Financial Services• CRM
• Healthcare• Hospitality• Retail• eCommerce
For More Information &Upcoming Events
StratusContactSolutions.com
In partnership with Knowledge@Wharton & SocialStrategy1, Stratus is sponsoring a global social media best practices competition and 1/2 day workshop.
Social Media Leadership Awards
Entries will be evaluated by a panel comprised of global business and social media and academic leaders. Champions will be chosen based on innovation and success in the use of social media to solve organizational challenges. Champions will receive repeated global exposure through Knowledge@Wharton online publications.
http://smlawards.com
10/14 - SOCAP 2012 Annual Conference San Diego, CA
10/23 - Social Media for Customer Service Summit New York, NY
11/7 - Social Media Leadership Awards Philadelphia, PA
Upcoming Stratus Events