The document discusses using social customer support solutions to power customer discussions on a company's domain. It describes OmniSocial Engaged, which allows companies to create branded social communities for customer support. The key benefits mentioned are reducing support costs, increasing customer satisfaction and loyalty, and gaining insights. Case studies provided are from Interval International, Major League Baseball, and Altova MetaTeam.

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OmniSocial Engaged
for Social Customer
Support
Powered by Mzinga

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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.

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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

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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

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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

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“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

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REDUCE SUPPORT COSTS CUSTOMER SATISFACTION INCREASED REVENUE
PRIVATE OR PUBLIC INSIGHTS INNOVATION
BENEFITS OF SOCIAL CUSTOMER SUPPORT

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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.

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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

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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

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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.

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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

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BENEFITS OF SOCIAL CUSTOMER SUPPORT
INCREASE REVENUES
Studies confirm that customers that actively
participate in your community can yield
approximately 19% in incremental revenue.

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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

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BENEFITS OF SOCIAL CUSTOMER SUPPORT
INSIGHTS AND ANALYTICS
Make better decisions based on feedback from your
loyal consumers and robust social analytics data.

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BENEFITS OF SOCIAL CUSTOMER SUPPORT
INNOVATION
Innovate based on suggestions from your customers
that know your products and services better than
anyone, your customers.

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BENEFITS OF SOCIAL CUSTOMER SUPPORT
BRAND ADVOCACY
Convert the casual customer into a loyal, brand
advocate with engaging content, conversations,
rewards, and recognition.

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BRAND ADVOCACY
Brand advocates drive 33% more sales and 18%
more traffic than regular customers.
- Zuberance
BENEFITS OF SOCIAL CUSTOMER SUPPORT

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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

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SEO: SEARCH ENGINE OPTIMIZATION
74% of consumers rely on social networks to guide
purchase decisions (SproutSocial)
BENEFITS OF SOCIAL CUSTOMER SUPPORT

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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.

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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

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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.

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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

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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

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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

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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

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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

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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

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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

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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

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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

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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

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“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?

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“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?

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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

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“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?

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“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?

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Customers

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BRAND ADVOCACY SEO TRAFFIC & CONVERSION
CONTROL SOCIAL HUB
.
ADVERTISING
BRAND AFFINITY & ADVOCACY

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REDUCE SUPPORT COSTS CUSTOMER SATISFACTION INCREASED REVENUE
PRIVATE OR PUBLIC INSIGHTS INNOVATION
SOCIAL CUSTOMER SUPPORT

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OmniSocial Engaged – Features
BRANDABLE MOBILE CONFIGURABLE SCALABLE
SEAMLESS
AUTHENTICATION
ANALYTICS GAMIFICATION QUICK AND EASY
UGC MODERATION
MEMBER
MANAGEMENT
INTEGRATIONS
“BYO”
PROFESSIONAL
SERVICES

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Who is Mzinga?Interval International

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Who is Mzinga?Major League Baseball

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Who is Mzinga?Altova MetaTeam

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Who is Mzinga?Ford Motor Company