brandwatch & conversocial: how to turn your social insights into proactive customer service
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© 2016 Brandwatch.com
Webinar/Brandwatch & Conversocial: How to turn your social insights into proactive customer service
VP, Channels & Partnerships, [email protected] | @brandwatch
Venu KondaGlobal Director of Professional ServicesConversocial| @conversocial
Chris Venus
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© 2016 Brandwatch.com2
Don’t be shy/We’d love your participation
• Ask questions in the session chat
• Tweet about our discussion
@brandwatch@conversocial
#brandwatchtips
A download and recording of the webinar will be made available after the event
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© 2016 Brandwatch.com
Coming Up
• The Social Business• Social data & proactive customer service• Coming soon: Brandwatch & Conversocial integration• Q&A
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© 2016 Brandwatch.com
Brandwatch/ About UsSince 2007 we’ve been providing solutions for the world’s biggest brands and organizations looking to turn social data into insights, actions and valuable results.• 1200+ clients, including 1/3 of the Fortune 100• Offices in 4 countries across the world.• 97% customer satisfaction• Top quality data from over 80 million websites,
forums, blogs and social networks
• Social Listening in 44 languages
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The Social Business
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The Social Business
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Social data powers consumer insights
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Social data & the path to purchase
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Proactive Customer Care
Regardless of channel, customers are inherently social and mobile.
70% of all users will engage –in the moment– through a mobile device.
Source: Ovum 2015/SocialBakers
The unique benefits (and challenges) of social and mobile
Real people, real conversations: Raw, emotional driven conversations require the appropriate tone
Convenience: First contact resolution in the channel and device of the customer’s choice
In-the-moment: Not only must the resolution be correct, but also addressed in-the-moment
Multi-tasking: The multi-tasking customer can choose when they interact with a brand. The contact center is no longer in the center.
Few integrations, many data silos
Private resolution
12% volume, overtaking some channels1
Small, test deployments
2-3% Social volume in contact center
Fully resourced business initiatives
Consumers expect response Expectation of full resolution in channel
Public complaints
Integrated single view of customer across organization
2015 was the year social grew up
Volume
Service Complexity
Automation
Cost
Engagement Channels
Big Data
Customer Expectations
Customer Satisfaction
Agent Personality
Customer Experience
Tone of Voice
Empathy
Surprise & Delight
Patience
Scale
Humanity
The gap is widening between Scale and Humanity
To succeed in this social revolution, businesses must navigate necessary complexities without losing authenticity
How do you use social data into proactive social customer service?
How has proactive customer service matured?
Prior to the advent of social media, companies used proactive customer service in the form of FAQs, forums, informative videos and more.
According to Enkata, preemptive customer service increased retention rates between 3-5%.
Furthermore, Incontact reports that 87% of customers don’t mind being contacted by customer service personnel prior to any issues ever coming into fruition
Social media took the practice to the next level as it enabled companies to see patterns in their customer’s queries, while also allowing them to get a sense for who their customers are and what exactly they want.
How does it work?
Customers love brands that actively work to suit their needs. With 73% of customers reporting positive brand perception resulting from being contacted by customer service representatives. Taking it a step further, there is no platform as well suited to help you reach your customers as conveniently as social media.
Some queries are complex, but ignoring them until you can find a solution is detrimental to your customer service success. Since 42% of customers expect a response within an hour, it’s critical that you inform them that you are at the very least looking into the issue at hand and doing everything in your power to solve it.
How can I make this work for my brand?
By applying #SocialFirst principles of resolution across the digital contact center, the whole enterprise can better serve the increasingly social, mobile customer.
The Channel API integrates content from other Brandwatch into the Conversocial platform via connectors, and enables agents to resolve in-channel.*
Brandwatch + Conversocial
#socialfirst
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Q & A
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© 2016 Brandwatch.com
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