Stratus Contact Solutions provides a multi-channel customer care and lead generation solution by combining their outsourced call center services with social media expertise. This allows clients to engage customers through different channels like social media, email, web chat and call centers. They have learned that employees need specific training to effectively handle social media customer care. Stratus offers customized solutions for businesses to comprehensively engage customers across channels and gain insights from customer data and conversations. Their goal is to help clients build loyalty by interacting with customers through the channels the customers choose.

1. CXM
las
SUMMIT
D al
PRESENTED BY

2. #cxmsummit13
Gift cards will go to:

3. Multichannel
Strategy

4. Designing a Multi-channel
Contact Strategy
Tapping into new opportunities
Dennis Stoutenburgh
Co-Founder ILD Corp, Stratus Contact Solutions
@stratuscxm

6. 378,000
iPhones
Sold
Everyday

7. 371,000
Babies born
Everyday

8. Mobile Usage
75% of Emails
60% of Facebook
90% of Twitter

9. Stratus Contact Solutions
Multi-Channel Customer Care and Lead Generation
Changing landscape in customer communication provides unique opportunity to com-
bine the assets of our outsource services division (call center and network) with our
social media expertise (SocialStrategy1) to provide clients a best in class multi-faceted
customer care and lead generation solution
Stratus Contact Solutions Launched in early 2012

10. Customer Life Cycle:
Acquisition to Advocates
Prospect
Need Identified
Brand Online
Advocates Research
Customer Purchase
Care/Loyalty Decision

11. Direct Response (Inbound)
Direct Response marketing has changed, although TV still builds
awareness, customers refer to the web to make purchase decisions.
Social Media & Email Call Center
Customer Reviews
Social Media Web Chat
Monitoring

12. Lead Generation (Outbound)
If you only greet customers when they call, you could be missing
lead generation opportunities every minute.
1. 2. 3.
Customers have open Social Media Engage & Direct
conversations about Monitoring can customer to take
products & services identify leads action

13. Social Media Lead Generation

14. Real Estate Case Study

15. Loyalty is now driven by
a business’s interaction
with it’s customer when &
where the customer chooses
to interact

16. The Connected Customer
The way people communicate has shifted to the web
smartphones

17. Enabling Social Media Customer Care

18. How are we making the shift?
We marry deep social media
technology and subject experts
with call center operations to
provide an integrated offering
driven by the client objectives.
Our products and services include:
Community Social Engage CRM Chat Email Voice

19. What have we learned?
Traditional call center employees are not effective in
social media just because they have been provided the tools.
Employees need to be trained in fundamentals of social media
How to engage using appropriate protocols
Removing canned responses

20. Social Media Blunders #fail
Without establishing protocols and utilizing best practices, there is a
significant risk of error on a major scale.

21. Social Media Blunders #fail

22. Social Media Blunders #fail

23. Customer Care & Reputation Management
Loyalty is now being built when and where the customer chooses
Social Media Email Call Center Web Chat
Social Media Customer
Mobile Web &
Monitoring Reviews

24. Integrated Offering Powers Stratus Clients
Sales
Leads in
Product
Reviews &
Sentiment

25. Stratus - Client Services
Stratus provides customized solutions for connected businesses
who need to engage customers and comprehend data beyond the
traditional call center.
Our customer experience professionals become your brand advocates with real-time
multi-channel engagement tools.
Communications
Healthcare
Direct Response
Hospitality
Education
Retail
Financial Services
eCommerce
CRM

26. SocialStrategy1
Details Managed SaaS
We offer two product categories: Full service for businesses For agencies &
swimming in data. social media listening.
--------------------------------- -----------------------------
Unlimited Saved Searches
Full Media Monitoring
Unlimited Mentions
Unlimited Campaigns
Unlimited Users
Custom Feeds
White Labeling

27. For More Information &
Upcoming Events
StratusContactSolutions.com

28. CXMSUMMIT
Take Away

29. Innovative
Partners

30. Engage
Customers as
Individuals

31. Seek data that
compliments
your strategy

32. Provide
Measurable
Return