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Social Media and Customer CareCisco SocialMiner

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Objectives

• What is Social Media and is it relevant to me?

• Are people really talking about businesses and brands in Social Media and in what context?

• Can Social Media have an impact on my business and brand?

• What can I do about it? How do I begin to listen and engage?

• Are companies just talking about this or are they actually engaging?

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Social Media Customer

Care

Multi-Media Capture &

Storage

Video Enabled

Customer Care

Collaboration Agent

Desktop

Enabling True Customer Collaboration

Today Future

Combining the Power of

Speech Self-Service

Enterprise Experts

Multichannel

Virtual Contact Center Routing

& Reporting

Customer Collaboration

Today+ Future

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The future of Customer Care?

http://www.youtube.com/watch?v=InrOvEE2v38

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Question?

• What is Social Media and is it relevant to me?

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Social Media Landscape• 500 million+ active users• 150 million active users log on through mobile

devices • 50% log on everyday• Second most popular site in the U.S.• Users spend over 700 billion minutes per month

• 55 million tweets per day• 75 million users

• A new member joins every second• Executives from all Fortune 500 companies are members• 60+ million members

• 2 billion videos viewed per day• 24 hours of video is uploaded every

minute

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Question?

• Are people really talking about businesses and brands in Social Media?

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Social Media Landscape

• 20% contain a product or brand reference (11 million per day or 83/second)

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What people are saying - goodThey are saying nice things.

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What people are saying – not good

They are saying not-so-nice things.

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People are asking for Advice

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Question?

• Ok so what? Can Social Media really impact on my business and brand?

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“United Breaks Guitars” Viral Video Receives 9M hits

http://www.youtube.com/watch?v=5YGc4zOqozo&feature=channel

Dave Carroll, featured on CNN and MSNBC, was contacted directly by United Airlines after 50,000 hits.

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Question?

• What can I do about it? How do I begin to listen and engage?

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SocialMiner Demonstration

http://www.youtube.com/watch?v=aRFkNmqep5Y

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Question?

• Is anyone doing this today?

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Social Networking in the Contact Center: 2009

13%

37%25%

26%

Actively preparing to incorporate social networkingStudying the potential impact of social networkingSocial networking will have no impactWhat's social networking?

Source: Paul Stockford

Saddletree Research

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17%18%

26%18%

23%

Actively using social networking

Expect to incoporate social networking in the next 12 months

Expect to incoporate social networking in the next 24-48 months

Social networking will have no impact

What's social networking?

Social Networking in the Contact Center: 2010

Source: Paul Stockford

Saddletree Research

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Companies are taking action today

Comcast

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Social Miner helps make a positive impact

Before CCP: 6/9/2010 – 7/9/2010After CCP: 7/9/2010 – 8/9/20107/9/2010—Zone starts engaging customers.Facebook fans and Twitter followers continue to grow everyday

Source Before CCP A Month After CCP

% Change

# of facebook fans 4,083 4,251 4%

# of twitter followers 2 96 N/A

Minutes spent per visit from twitter users 6.22 22.27 N/A

Minutes spent per visit from facebook users

14.06 19.59 39%

www.zonediet.com total visitors 86,888 93,671 8%

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Measurable ResultsGo-Daddy

$700M revenue increase

Sonic (Roxio)Phone call - $29Email or Chat - $9-10Self Service/SM - ?

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Social Customer Engagement

1. Capture

2. Analyze & Prioritize

3. Communication Workflow

4. Assign & Engage

Customer

Airline lost my luggage!

Social Media

Appliance

Social Media Customer Care Agent

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Customer care and brand monitoring analytics

FeatureIntegration with Cisco Unified Intelligence CenterSocial customer care engagement metricsBrand Monitoring statistics

BenefitReal-Time dashboard of socialmedia activityMeasurement of social media campaign effectiveness

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Deep Intelligence

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