yupiq: social media monitoring for mitel contact centres
DESCRIPTION
YUPIQ is a new Mitel Affiliate based out of Mitel headquarters in Canada. YUPIQ is a social media monitoring service which can be used in conjunction with any Mitel Contact Centre suite.TRANSCRIPT
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Connect to Customers,
the Way they Connect
™
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© Copyright Yupiq 2011 2
67% of consumer purchase decisions are primarily influenced by word of mouth*
*McKinsey
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© Copyright Yupiq 2011 3
84% of European Internet Users are on Social Media*
*http://www.onlinemarketing-trends.com 2011
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61% of North Americans use Social Media*
*McKinsey
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The YUPIQ hosted suite allows companies to monitor, engage and promote positive user discussions
on the social web.
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SOCIAL REWARDS SUITE
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© Copyright Yupiq 2011 7
Create Activities
Create
• Content that requires users to work together to earn rewards
• Activities that target specific customers by email or phone number
• Rewards that encourage purchasing and sharing of specials with friends
• Regional offers restricted based on users location
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© Copyright Yupiq 2011 8
Post Activities for Users
Post
• Post activities to a real time Facebook application
• Share special offers via Twitter, Facebook Fan Feeds and Email
• Embed activities and the activities dashboard on a corporate website
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Users Talk with Friends
Talk
• Invite friends to help complete activities and earn rewards
• Share content with specific friends via email and Facebook
• Activate friends and other advocates via Facebook and Twitter public posts
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Rewards are Redeemed
Purchase
• Rewards are used to make purchases in store and online
• Each one time use reward is tracked, securely disabled and associated with the person who shared it
• Used rewards can trigger the release of other rewards to encourage repeat purchasing and encourage advocates
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© Copyright Yupiq 2011 11
View the Analytics
Track
• The distribution of offers, activities and other marketing messages
• The number of offers redeemed and activities completed
• The geographic location of users
• The preferred method of communication for your users
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SOCIAL REWARDS - CONSUMER OVERVIEW
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Customer Finds an Offer
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© Copyright Yupiq 2011 14
Customer Shares an Offer
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Customer Earns a Reward
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ACTIVE ENGAGEMENT SUITE
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Know what People are Saying
Facebook Pages
Public Tweets and Direct Messages
LinkedIn Groups
Blogs / Forums / RSS Feeds
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© Copyright Yupiq 2011 18
Right Message to the Right Place
• Filter and Sort messages to queues by keyword • Capture all direct messages to ensure social coverage
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© Copyright Yupiq 2011 19
Utilize Existing Support Staff
• Notify agents by email of incoming messages• Present agents with conversation history• Identify source of message and keyword matches
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© Copyright Yupiq 2011 20
Seamless Customer Experience
• Respond in media as a corporate account• Respond privately or publicly depending on
how your company was contacted
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Promote Customer Loyalty
• Distribute exclusive offers and rewards• Encourage positive word of mouth about your
company through brand advocates
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Understand the Results
• Determine the effectiveness of filters• Track agent response frequency and time• Analyze the impact of customer offers
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No IT Infrastructure Costs
• Completely Hosted Solution• All upgrades (Major and Minor) included• Social Site compatibility provided
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ACTIVE ENGAGEMENT - CONSUMER OVERVIEW
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© Copyright Yupiq 2011 25
Customer Posts a Comment
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Agent Replies to Comment
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User Gets Response and Offer
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Customer Claims and Shares
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SYSTEM ADMINISTRATION
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Setup Social Sources
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Setup Filter Queues
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© Copyright Yupiq 2011 32
Create Promotions
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© Copyright Yupiq 2011 33
Promote Public Promotions
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www.yupiq.com
© Copyright Yupiq 2011
Will FraserDirector of Marketing
Email: [email protected]: 250-812-3052