brandwatch masterclass: using brandwatch for customer service
DESCRIPTION
NY Masterclass 2014 - #brandwatchtipsTRANSCRIPT
![Page 1: Brandwatch Masterclass: Using Brandwatch for Customer Service](https://reader036.vdocuments.net/reader036/viewer/2022062514/558561abd8b42a970b8b4b8a/html5/thumbnails/1.jpg)
Customer service
Kelly Autenrieth /Technical Trainer
![Page 2: Brandwatch Masterclass: Using Brandwatch for Customer Service](https://reader036.vdocuments.net/reader036/viewer/2022062514/558561abd8b42a970b8b4b8a/html5/thumbnails/2.jpg)
Contents
• Online Landscape of Customer Service
• The Good, The Bad & The Ugly
• Brandwatch: How to be Ridiculously Good at Customer Service
• Questions & Answers
#brandwatchtips © 2014 Brandwatch.com | 2
![Page 3: Brandwatch Masterclass: Using Brandwatch for Customer Service](https://reader036.vdocuments.net/reader036/viewer/2022062514/558561abd8b42a970b8b4b8a/html5/thumbnails/3.jpg)
Social Listening for Customer Service
#brandwatchtips © 2014 Brandwatch.com | 3
![Page 4: Brandwatch Masterclass: Using Brandwatch for Customer Service](https://reader036.vdocuments.net/reader036/viewer/2022062514/558561abd8b42a970b8b4b8a/html5/thumbnails/4.jpg)
Customer Service / Online Landscape
What’s it made up of?
• Appreciation, Criticism & Questions
• Consistent brand voice & values
• Strategy for the good & the bad
• Continuous monitoring & seamless workflow
• Prioritizing conversations
• Ability to respond quickly and genuinely
#brandwatchtips © 2014 Brandwatch.com | 4
![Page 5: Brandwatch Masterclass: Using Brandwatch for Customer Service](https://reader036.vdocuments.net/reader036/viewer/2022062514/558561abd8b42a970b8b4b8a/html5/thumbnails/5.jpg)
The Good, The Bad
& The Ugly
#brandwatchtips © 2014 Brandwatch.com | 5
![Page 6: Brandwatch Masterclass: Using Brandwatch for Customer Service](https://reader036.vdocuments.net/reader036/viewer/2022062514/558561abd8b42a970b8b4b8a/html5/thumbnails/6.jpg)
The Good / Example
JetBlue Airways (@JetBlue)
Welcome Home Parade
#brandwatchtips © 2014 Brandwatch.com | 6
![Page 7: Brandwatch Masterclass: Using Brandwatch for Customer Service](https://reader036.vdocuments.net/reader036/viewer/2022062514/558561abd8b42a970b8b4b8a/html5/thumbnails/7.jpg)
The Bad / Example
#brandwatchtips © 2014 Brandwatch.com | 7
Time Warner Cable & Sir Patrick Stewart
![Page 8: Brandwatch Masterclass: Using Brandwatch for Customer Service](https://reader036.vdocuments.net/reader036/viewer/2022062514/558561abd8b42a970b8b4b8a/html5/thumbnails/8.jpg)
The Ugly / Example
#brandwatchtips © 2014 Brandwatch.com | 8
J.P. Morgan’s Live Twitter Chat
![Page 9: Brandwatch Masterclass: Using Brandwatch for Customer Service](https://reader036.vdocuments.net/reader036/viewer/2022062514/558561abd8b42a970b8b4b8a/html5/thumbnails/9.jpg)
Using Brandwatch for Customer
Service
#brandwatchtips © 2014 Brandwatch.com | 9
![Page 10: Brandwatch Masterclass: Using Brandwatch for Customer Service](https://reader036.vdocuments.net/reader036/viewer/2022062514/558561abd8b42a970b8b4b8a/html5/thumbnails/10.jpg)
Customer Service / Brandwatch
• Continuous monitoring
• Seamless workflow
• Categorizing & Prioritizing conversations
• Consistent brand voice & values
• Ability to respond quickly & genuinely
• Engagement
#brandwatchtips © 2014 Brandwatch.com | 10
Queries & Channels
Manual Markup/Bulk Actions
Author Lists
Workflow: Assignments & Priority
Categories, Tags & Rules
Alerts
In-App Engagement & Partnerships
![Page 11: Brandwatch Masterclass: Using Brandwatch for Customer Service](https://reader036.vdocuments.net/reader036/viewer/2022062514/558561abd8b42a970b8b4b8a/html5/thumbnails/11.jpg)
Brandwatch Analytics
#brandwatchtips © 2014 Brandwatch.com | 11
![Page 12: Brandwatch Masterclass: Using Brandwatch for Customer Service](https://reader036.vdocuments.net/reader036/viewer/2022062514/558561abd8b42a970b8b4b8a/html5/thumbnails/12.jpg)
Document LimitationThe information given in this document has been checked for accuracy and completeness however Brandwatch shall not be liable for any errors or omissions.
Brandwatch is a trading name of Runtime Collective Limited. Registered in England & Wales: 38980534th Floor, International House, Queens Road, Brighton, BN1 3XE, United Kingdom
Email [email protected]
Web brandwatch.com
Twitter @brandwatch
Telephone
UK +44 (0)1273 234290
US +1 212 229 2240
DE +49 (0)30568 370 040