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OmniSocial Engaged for Social Customer Support

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Key Benefits of Customer Communities and Social Customer Support.

Key Benefits of Customer Communities and Social Customer Support.

Published in: Services, Business, Technology

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  • Login controls. Seamless Auth. Content Moderation controls. Ability to remove posts, block users. Conversly, reward users, and provide recogintion.
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  • Transcript

    • 1. MZINGA l MAKING SOCIAL WORK | MZINGA.COM 1 OmniSocial Engaged for Social Customer Support Powered by Mzinga
    • 2. MZINGA l MAKING SOCIAL WORK | MZINGA.COM 2 OMNISOCIAL ENGAGED The premier enterprise social engagement platform to power fully- integrated, branded discussions. Empower your fans, consumers, and customers to have real, value-added conversations on your domain.
    • 3. MZINGA l MAKING SOCIAL WORK | MZINGA.COM 3 When customers are having a problem with your product or service, they prefer to go online or to your mobile app to find the answers they need rather than pick up the phone or send an email. OMNISOCIAL ENGAGED FOR SOCIAL CUSTOMER SUPPORT
    • 4. MZINGA l MAKING SOCIAL WORK | MZINGA.COM 4 With a Social Customer Support solution powered by OmniSocial Engaged, your business can create a crowdsourced, knowledge-sharing, customer experience. OMNISOCIAL ENGAGED FOR SOCIAL CUSTOMER SUPPORT
    • 5. MZINGA l MAKING SOCIAL WORK | MZINGA.COM 5 The valuable content that customers contribute in the support community becomes a searchable knowledge base so users can quickly find the answers they are looking for without ever having to contact your support resources. OMNISOCIAL ENGAGED FOR SOCIAL CUSTOMER SUPPORT
    • 6. MZINGA l MAKING SOCIAL WORK | MZINGA.COM 6 “Community Peer-to-Peer Support will replace 40% of existing phone support at the top 1000 companies by 2016.” - Gartner BENEFITS OF SOCIAL CUSTOMER SUPPORT
    • 7. MZINGA l MAKING SOCIAL WORK | MZINGA.COM 7 REDUCE SUPPORT COSTS CUSTOMER SATISFACTION INCREASED REVENUE PRIVATE OR PUBLIC INSIGHTS INNOVATION BENEFITS OF SOCIAL CUSTOMER SUPPORT
    • 8. MZINGA l MAKING SOCIAL WORK | MZINGA.COM 8 BENEFITS OF SOCIAL CUSTOMER SUPPORT REDUCE SUPPORT COSTS Reduce calls, emails, and tickets to your customer support center when your customers can ask and find the answers they need in the support community.
    • 9. MZINGA l MAKING SOCIAL WORK | MZINGA.COM 9 REDUCE SUPPORT COSTS Reduce calls, emails, and tickets to your customer support center when your customers can ask and find the answers they need in the support community. BENEFITS OF SOCIAL CUSTOMER SUPPORT
    • 10. MZINGA l MAKING SOCIAL WORK | MZINGA.COM 10 REDUCE SUPPORT COSTS $6 - $75 to resolve each customer issue via phone. But as little as $.10 to help customers within community. - Accenture Research BENEFITS OF SOCIAL CUSTOMER SUPPORT
    • 11. MZINGA l MAKING SOCIAL WORK | MZINGA.COM 11 BENEFITS OF SOCIAL CUSTOMER SUPPORT CUSTOMER SATISFACTION AND LOYALTY Build loyal customers by offering a superior, innovative customer experience where users can easily find answers to their questions. Provide a concierge level of service by choosing to have experts on hand to answer any user questions.
    • 12. MZINGA l MAKING SOCIAL WORK | MZINGA.COM 12 BENEFITS OF SOCIAL CUSTOMER SUPPORT CUSTOMER SATISFACTION AND LOYALTY The average number of people a social customer will tell about a good customer experience: 42 vs. bad customer experience: 53 - American Express® Global Customer Service Barometer
    • 13. MZINGA l MAKING SOCIAL WORK | MZINGA.COM 13 BENEFITS OF SOCIAL CUSTOMER SUPPORT INCREASE REVENUES Studies confirm that customers that actively participate in your community can yield approximately 19% in incremental revenue.
    • 14. MZINGA l MAKING SOCIAL WORK | MZINGA.COM 14 INCREASE REVENUES When companies engage and respond to customer service requests over social media, those customers end up spending 20% to 40% more with the company. - Bain & Company BENEFITS OF SOCIAL CUSTOMER SUPPORT
    • 15. MZINGA l MAKING SOCIAL WORK | MZINGA.COM 15 BENEFITS OF SOCIAL CUSTOMER SUPPORT INSIGHTS AND ANALYTICS Make better decisions based on feedback from your loyal consumers and robust social analytics data.
    • 16. MZINGA l MAKING SOCIAL WORK | MZINGA.COM 16 BENEFITS OF SOCIAL CUSTOMER SUPPORT INNOVATION Innovate based on suggestions from your customers that know your products and services better than anyone, your customers.
    • 17. MZINGA l MAKING SOCIAL WORK | MZINGA.COM 17 BENEFITS OF SOCIAL CUSTOMER SUPPORT BRAND ADVOCACY Convert the casual customer into a loyal, brand advocate with engaging content, conversations, rewards, and recognition.
    • 18. MZINGA l MAKING SOCIAL WORK | MZINGA.COM 18 BRAND ADVOCACY Brand advocates drive 33% more sales and 18% more traffic than regular customers. - Zuberance BENEFITS OF SOCIAL CUSTOMER SUPPORT
    • 19. MZINGA l MAKING SOCIAL WORK | MZINGA.COM 19 SEO: SEARCH ENGINE OPTIMIZATION User generated content and discussions yield tremendous SEO value that will help your site and content become more discoverable to not only your customers but potential customers and consumers as well. BENEFITS OF SOCIAL CUSTOMER SUPPORT
    • 20. MZINGA l MAKING SOCIAL WORK | MZINGA.COM 20 SEO: SEARCH ENGINE OPTIMIZATION 74% of consumers rely on social networks to guide purchase decisions (SproutSocial) BENEFITS OF SOCIAL CUSTOMER SUPPORT
    • 21. MZINGA l MAKING SOCIAL WORK | MZINGA.COM 21 BENEFITS OF SOCIAL CUSTOMER SUPPORT PRIVATE OR PUBLIC Support communities can be made private to just your customers or open for guests and potential customers to view, increasing in SEO value, site traffic, and brand awareness.
    • 22. MZINGA l MAKING SOCIAL WORK | MZINGA.COM 22 CONTROL Unlike social networks such as Facebook and Twitter, you own the data and have complete control over the content. BENEFITS OF SOCIAL CUSTOMER SUPPORT
    • 23. MZINGA l MAKING SOCIAL WORK | MZINGA.COM 23 SOCIAL HUB BENEFITS OF SOCIAL CUSTOMER SUPPORT Leverage content from your social channels on a consolidated, branded page on your domain. Ties into Strategies for Social Listening, Monitoring, Curation, & Response.
    • 24. MZINGA l MAKING SOCIAL WORK | MZINGA.COM 24 What is the BUSINESS OBJECTIVE for IMPLEMENTING a CUSTOMER SUPPORT COMMUNITY at your company? “We wanted a Customer community that allowed us to to listen to our member’s voices and engage directly with them.” Jackie Ferriero Director of Social Media Interval Interational
    • 25. MZINGA l MAKING SOCIAL WORK | MZINGA.COM 25 What is the BUSINESS OBJECTIVE for IMPLEMENTING a CUSTOMER SUPPORT COMMUNITY at your company? “We needed a platform that would allow us to go to market quickly with a tight integration into our product and our brand. OmniSocial Engaged gave us all that and more.” David Kershaw VP of Cloud Services Altova MetaTeam
    • 26. MZINGA l MAKING SOCIAL WORK | MZINGA.COM 26 What is the BUSINESS OBJECTIVE for IMPLEMENTING a CUSTOMER SUPPORT COMMUNITY at your company? “We wanted to provide a dedicated place on our website and apps where our fans and subscribers can find answers and report issues with our media services, as opposed to calling support or opening a ticket.” Dan Van Behren VP of Project Management Major League Baseball Advanced Media
    • 27. MZINGA l MAKING SOCIAL WORK | MZINGA.COM 27 What IMPACT has it had on overall CUSTOMER SUPPORT? “Within the community, there is significant peer-to- peer support, with power users answering questions from newbies about the ins- and-outs of timeshare ownership.”Jackie Ferriero Director of Social Media Interval Interational
    • 28. MZINGA l MAKING SOCIAL WORK | MZINGA.COM 28 What IMPACT has it had on overall CUSTOMER SUPPORT? “As a business, we are shifting the way we provide support, moving from a transactional, pay for support model to a more self-service, open form of support. Our customer community enabled us to do that more quickly than expected.” David Kershaw VP of Cloud Services Altova MetaTeam
    • 29. MZINGA l MAKING SOCIAL WORK | MZINGA.COM 29 What IMPACT has it had on overall CUSTOMER SUPPORT? “We hear about issues in our Customer Community before any other support channel. The community is also a fantastic knowledge- base and users can often find the answers to their questions without having to contact us directly.” Dan Van Behren VP of Project Management Major League Baseball Advanced Media
    • 30. MZINGA l MAKING SOCIAL WORK | MZINGA.COM 30 How does the Community INFLUENCE CUSTOMER RELATIONSHIPS? “(The community) alleviates member frustration and builds customer satisfaction and loyalty. Additionally, members are positive connections that are transcending the community and they are meeting in real-life at the resorts.” Jackie Ferriero Director of Social Media Interval Interational
    • 31. MZINGA l MAKING SOCIAL WORK | MZINGA.COM 31 How does the Community INFLUENCE CUSTOMER RELATIONSHIPS? “Having the customer community allows us to respond to changing expectations from our customers. They want answers in a matter of minutes versus hours. And they are getting it, both from our support staff and their peers. ” David Kershaw VP of Cloud Services Altova MetaTeam
    • 32. MZINGA l MAKING SOCIAL WORK | MZINGA.COM 32 How does the Community INFLUENCE CUSTOMER RELATIONSHIPS? “It allows us to turn a negative, like the user experiencing an issue with their media package, into a positive customer interaction and experience, by offering online customer support within the community.” Dan Van Behren VP of Project Management Major League Baseball Advanced Media
    • 33. MZINGA l MAKING SOCIAL WORK | MZINGA.COM 33 What are some KEY METRICS that you look at to determine COMMUNITY SUCCESS? “We are focused on member growth rate month over month and member engagement. Identifying and reaching out to engaged and influential members is important to us and the platform allows us to do that easily.” Jackie Ferriero Director of Social Media Interval Interational
    • 34. MZINGA l MAKING SOCIAL WORK | MZINGA.COM 34 “Engaged gives us access to robust analytics and more insights than what we had in the past. We just launched this year so we’re starting by looking at traffic, topic views, and top search terms but we look forward to taking a deeper dive into its analytics.” David Kershaw VP of Cloud Services Altova MetaTeam What are some KEY METRICS that you look at to determine COMMUNITY SUCCESS?
    • 35. MZINGA l MAKING SOCIAL WORK | MZINGA.COM 35 “Traffic, page views and unique visits to the community. Most viewed Topics. And ultimately a reduced number of calls and tickets.” Dan Van Behren VP of Project Management Major League Baseball Advanced Media What are some KEY METRICS that you look at to determine COMMUNITY SUCCESS?
    • 36. MZINGA l MAKING SOCIAL WORK | MZINGA.COM 36 How does the CUSTOMER COMMUNITY fit into your overall SOCIAL STRATEGY? “Our Community is the pillar of our social media strategy. We use the content and insights from the community in our other social channels and in digital and print marketing.”Jackie Ferriero Director of Social Media Interval Interational
    • 37. MZINGA l MAKING SOCIAL WORK | MZINGA.COM 37 “Having a branded, customer community that is social in nature provides us an owned channel to answer our user’s questions versus having them go to technical Q&A site like stackoverflow. ” David Kershaw VP of Cloud Services Altova MetaTeam How does the CUSTOMER COMMUNITY fit into your overall SOCIAL STRATEGY?
    • 38. MZINGA l MAKING SOCIAL WORK | MZINGA.COM 38 “We’ve been using Mzinga for our user discussions to interact with our fans and subscribers for well over 10 years, before the term social media was even being used. Having a community dedicated to customer support keeps users from going to Facebook or Twitter to report issues.” Dan Van Behren VP of Project Management Major League Baseball Advanced Media How does the CUSTOMER COMMUNITY fit into your overall SOCIAL STRATEGY?
    • 39. MZINGA l MAKING SOCIAL WORK | MZINGA.COM 39 Customers
    • 40. MZINGA l MAKING SOCIAL WORK | MZINGA.COM 40 BRAND ADVOCACY SEO TRAFFIC & CONVERSION CONTROL SOCIAL HUB . ADVERTISING BRAND AFFINITY & ADVOCACY
    • 41. MZINGA l MAKING SOCIAL WORK | MZINGA.COM 41 REDUCE SUPPORT COSTS CUSTOMER SATISFACTION INCREASED REVENUE PRIVATE OR PUBLIC INSIGHTS INNOVATION SOCIAL CUSTOMER SUPPORT
    • 42. MZINGA l MAKING SOCIAL WORK | MZINGA.COM 42 OmniSocial Engaged – Features BRANDABLE MOBILE CONFIGURABLE SCALABLE SEAMLESS AUTHENTICATION ANALYTICS GAMIFICATION QUICK AND EASY UGC MODERATION MEMBER MANAGEMENT INTEGRATIONS “BYO” PROFESSIONAL SERVICES
    • 43. MZINGA l MAKING SOCIAL WORK | MZINGA.COM 43 Who is Mzinga?Interval International
    • 44. MZINGA l MAKING SOCIAL WORK | MZINGA.COM 44 Who is Mzinga?Major League Baseball
    • 45. MZINGA l MAKING SOCIAL WORK | MZINGA.COM 45 Who is Mzinga?Altova MetaTeam
    • 46. MZINGA l MAKING SOCIAL WORK | MZINGA.COM 46 Who is Mzinga?Ford Motor Company