social with microsoft social engagement 2016
TRANSCRIPT
Are you
taking care of
Social
channels?
People are sharing more than ever before
4.5B likes
generated daily
300 hours of
video uploaded to
YouTube per minute
500M tweets per
day
http://www.jeffbullas.com/2015/04/08/33-social-media-facts-and-statistics-you-should-know-in-2015/
https://www.youtube.com/yt/press/statistics.html
Being social vs. strategic social
Only
17% of US companies identify their
social strategy as mature.
83%
of Fortune 500
companies have
corporate Twitter
accounts
80%
of Fortune 500
companies are
on Facebook
97%
of Fortune 500
companies have
a corporate
presence on
http://www.umassd.edu/cmr/socialmediaresearch/2013fortune500/
http://www.briansolis.com/2013/12/social-media-matures-yet-many-companies-still-lack-a-strategic-foundation-infographic
What’s top of mind for social?
Drive engagement
Analyze sentiment
Listen everywhere
72% of all internet users are
now active on social media
Pew Research Center
Listen to what people are saying
Learn how people really feel about your business
See how you stack up to competitors
Listen everywhere
39% of companies do not
track their social media
responses at all
Satmetrix
Determine your share of voice across social channels
Know who your key influencers are
Figure out what is resonating with the market
Analyzesentiment
55% of companies ignore all
customer feedback on Twitter
and Facebook
Satmetrix
Foster conversations about your brand across social channels
Turn insight into action with proactive participation
Capture feedback and respond quickly to escalated issues
Drive engagement
1Source: http://www.mediabistro.com/alltwitter/
brands-ignore-customers-social-media_b22814
Microsoft Customer Engagement Solutions
Personalized | Proactive | Predictive
Intelligent Customer Engagement
Microsoft Social Engagement
Social Listening
Social CRM
Intelligent Social
Social Engagement
Social listeningListen to what people are saying globally
across social media, news publications
and other sources via RSS.
Key influencersIdentify and follow people actively talking
about your brand, products, or services.
Sophisticated alertsDetect trends and listen for specific posts
to keep you informed on key words or
topics.
Social Listening
Adaptive sentiment Adaptive sentiment learns from
customers through machine learning
enabling custom sentiment models fit for
your organization.
Buzz analysisGet insights at a glance with rich analytics
including: location, share of voice, text
mining and tag clouds visualizations.
Automated triageAutomatically detect intention in social
posts and triage/route them as cases or
leads into CRM.
Intelligent social
Social engagement
Engage & PublishImprove your social media presence by
engaging with social communities with rich
multimedia – replying and publishing.
Team CollaborationEnable teams to collaborate using Office Groups for assigning posts and sharing streams & social profiles.
E2E customer experienceCreate an end-end customer experience by
creating CRM actions from social posts –
cases, leads, and any custom entities.
Social SalesWin faster when you leverage social to
identify and act on buying signals,
monitor key developments at your top
accounts and track competitors.
Social MarketingManage your brand reputation, nurture
influencers, measure campaign
effectiveness and strengthen your
community management.
Social CareKeep customers happy by identifying any
customer issues and trends early on and
being proactive on Twitter and Facebook.
Social CRM
Social Listening Listen and analyze custom sources via RSS.
Social CenterPublish posts from Twitter and Facebook, including multimedia
content. Look up Twitter author profile for more insights.
Social CRMCreate CRM actions like cases and opportunities from social
posts. Define and set up rules to automatically create CRM
entities through Social Engagement.
Intelligent SocialAdaptive sentiment allows you to build custom sentiment
models to fit your industry. Automatically detect intention in
social posts and triage/route them as cases or leads into CRM.
ProductivityEnable teams to collaborate using Office Groups for assigning posts and sharing streams & social profiles.
Sentiment & UI9 additional UI languages and sentiment languages:
Danish, Dutch, Finnish, Greek, Norwegian, Polish, Russian,
Swedish and Turkish.
What’s new in Social
Democratized
Social for everyone
Sentiment analysis
Sentiment analysis is
available in 16 languages;
4 additional languages
planned.
Powerful social
analytics
Social profiling and social
segmentation
Integrated social
End-to-end customer
experience from listening
to engagement. Ability to
create CRM actions.
