using social analytics to check your social customer care blind spot
TRANSCRIPT
Webinar w/LIVE DEMO
Using Social Analytics to Check Your Social Customer Care Blind Spot
CX2 | May 2014 | 2
Presenters
© 2014, Genesys Telecommunications Laboratories, Inc. All rights reserved.
Steve O’DonoghueSr Director, Product
ManagementGenesys
Lisa AbbottDirector, Product
MarketingGenesys
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Social Customer Care Matters
© 2014, Genesys Telecommunications Laboratories, Inc. All rights reserved.
71% of online complaints are result of failings in traditional customer service
30% of people post online to vent negative feelings
46% of internet users use social media to express frustration about poor experience
82% likely to stop spending money with companies as a result of a bad customer experience
Too much noise in the social sphere. How do you filter out the noise to find the messages that matter?
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© 2014, Genesys Telecommunications Laboratories, Inc. All rights reserved.
86% of consumer
feedback is MISSED
Study by Venue Labs
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• Lack of insight into social program
• Difficult filtering beyond @XYZ Support
• Tedious job determining what is actionable
• Missed engagement opportunities
• Don’t understand user Intention
The Social Blind Spot
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What is Social Analytics?
© 2014, Genesys Telecommunications Laboratories, Inc. All rights reserved.
86
Social analytics is the process of collecting, measuring, analyzing and interpreting the results of interactionsand associations among people topics and ideas.
Gartner September 2013
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Improve the Customer Experience
Social Analytics allow customers to gain insights that will
help them measure the voice of the customer, track where issues are occurring, and
optimize their social channel.
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Social Analytics Use Cases for Customer Care
• Customer management (includes service/support; marketing)
• Service feedback and measurement of Customer Care processes
• Cost-impact analysis
• Enterprise risk and liabilities (includes product enhancement or design quality defect; brand management)
© 2014, Genesys Telecommunications Laboratories, Inc. All rights reserved.
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Social Analytics is the Obvious Path Forward
Enhance the quality of engagement by gaining insight into missed actionable opportunities
Understand user Intention
Identify trends around issues, problems, questions, value gain and team performance
Easily filter and prioritize data
Quickly cut through the noise to avoid the social blind spot
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Ask The Experts!
For more information, please visit
www.genesys.com
Steve O’Donoghue Lisa Abbott
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