becoming a social business | pace 2014
DESCRIPTION
"Becoming a Social Business" is for business leadership who need to shift social media from just a function to a business-wide strategy.TRANSCRIPT
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Becoming a Social Business
Social Strategy1 | Stratus Contact Solutions
SOCIAL STRATEGY1 | PRESENTATION
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What customers say online
What the call center hears
=SOCIAL STRATEGY1 | STRATUS CONTACT SOLUTIONS
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SOCIAL STRATEGY1 | STRATUS CONTACT SOLUTIONS
Social media as a function
Social Media
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SOCIAL STRATEGY1 | STRATUS CONTACT SOLUTIONS
Social media as a strategy
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SOCIAL STRATEGY1 | STRATUS CONTACT SOLUTIONS
Becoming a social business
Customer
Acquisition
Customer
Retention
Customer Data
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SOCIAL STRATEGY1 | STRATUS CONTACT SOLUTIONS
Social Media Leadership
• What executives need to know about social
• Outline best practices for success
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SOCIAL STRATEGY1 | STRATUS CONTACT SOLUTIONS
ILD Corp Brands
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SOCIAL STRATEGY1 | STRATUS CONTACT SOLUTIONS
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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
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Your customers are connected & they research buying decisions online.
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What if you could record customer life events?
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SOCIAL STRATEGY1 | STRATUS CONTACT SOLUTIONS
Moving to a new city
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SOCIAL STRATEGY1 | STRATUS CONTACT SOLUTIONS
Starting a new job
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SOCIAL STRATEGY1 | STRATUS CONTACT SOLUTIONS
Getting married
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SOCIAL STRATEGY1 | STRATUS CONTACT SOLUTIONS
Having a new baby
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SOCIAL STRATEGY1 | STRATUS CONTACT SOLUTIONS
Ready for a change
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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
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Social in the contact center
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SOCIAL STRATEGY1 | STRATUS CONTACT SOLUTIONS
Social in the contact center
• Save money
• Prevent Crisis
• Improve brand perception
• Create a new channel for outbound
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Save money
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SOCIAL STRATEGY1 | STRATUS CONTACT SOLUTIONS
Social is cost effective
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SOCIAL STRATEGY1 | STRATUS CONTACT SOLUTIONS
Answer in the same channel
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Prevent Crisis
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SOCIAL STRATEGY1 | STRATUS CONTACT SOLUTIONS
Complaints can go viral
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SOCIAL STRATEGY1 | STRATUS CONTACT SOLUTIONS
Real agents are the best defense
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SOCIAL STRATEGY1 | STRATUS CONTACT SOLUTIONS
Staff when customers are online
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SOCIAL STRATEGY1 | STRATUS CONTACT SOLUTIONS
4,000 tweets every second
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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)
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SOCIAL STRATEGY1 | STRATUS CONTACT SOLUTIONS
One to One vs. One to Many
Voice one to one channel
Social Media one to many
channel
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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.
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SOCIAL STRATEGY1 | STRATUS CONTACT SOLUTIONS
Escalation process
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SOCIAL STRATEGY1 | STRATUS CONTACT SOLUTIONS
If a crisis happens
• React quickly
• Senior level response
• Agents engage one on one
• Address each mention
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Improve brand perception
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SOCIAL STRATEGY1 | STRATUS CONTACT SOLUTIONS
Delight customers publicly
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SOCIAL STRATEGY1 | STRATUS CONTACT SOLUTIONS
A new sales channel
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SOCIAL STRATEGY1 | STRATUS CONTACT SOLUTIONS
Customer success
Help customers
make the switch
when they are
dissatisfied with
their current
providers for a
reduced CPA
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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.
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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
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SOCIAL STRATEGY1 | STRATUS CONTACT SOLUTIONS
Thank You
Jim IyoobSVP Corp Dev, ILD Corp.
@jiyoob
Mike LewisCEO, Chairman, ILD Corp.
@Michael_F_Lewis