becoming a social business

Becoming a Social Business

SOCIAL STRATEGY1 | PRESENTATION

SOCIAL STRATEGY1 | STRATUS CONTACT SOLUTIONS

Social media as a function

Social Media

Social media as a strategy

Social Media Leadership

• What executives need to know about social

• Outline best practices for success

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

What if you could record customer life events?

Moving to a new city

Starting a new job

Getting married

Having a new baby

Ready for a change

Social listening data

• Identifies customers at a point of need

• Net Promoter without the survey

• Measure actual referrals, public sentiment and your brand reputation

Social in the contact center

• Save money

• Prevent Crisis

• Improve brand perception

• Create a new channel for outbound

Save money

Social is cost effective

Answer in the same channel

Prevent Crisis

Complaints can go viral

Real agents are the best defense

Staff when customers are online

4,000 tweets every second

Social agents are different

Social agents require different skills

• Excellent written communications

• Aptitude for marketing

• Understanding of the media (Facebook vs. Twitter)

One to One vs. One to Many

Voice one to one channel

Social Media one to many

channel

Escalation process

If a crisis happens

• React quickly

• Senior level response

• Agents engage one on one

• Address each mention

Improve brand perception

Delight customers publicly

A new sales channel

Customer success

Help customers

make the switch

when they are

dissatisfied with

their current

providers for a

reduced CPA

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.

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

Thank You

Jim IyoobSVP Corp Dev, ILD Corp.

jimi@ildmail.com

@jiyoob

Mike LewisCEO, Chairman, ILD Corp.

Mike.Lewis@ildmail.com

@Michael_F_Lewis

becoming a social business | pace 2014

channel social media

function social media

social media channels

different social agents

contact center

social outline best

new channel

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