CUSTOMER SUPPORT Simplify360 Experience Enable your organizations to effectively implement social media concepts in to core business functions. Simplify 36Analyze & ActSocial Media Management SaaS Infrastructure
SUCCESS STORIESSimplify360 has partnered and worked closely with some of the customer supportteam from large organization to solve these challenges. Two of the main industrieswhich Simplify360 has worked with are Airline industry and Telecom industry.WHY SOCIAL MEDIA?In a Q4 2011 survey of worldwide online consu- deeply affected the way people do business. As amers, Oracle found that online users valued ha- result, businesses are facing a huge challenge toving a number of pathways to customer service interact and track this conversation online andsupport, including through social media, click-to- manage them.call services and instant messaging. According to a worldwide study conducted byToday, customers are talking about you with DMG Consulting, more than two-thirds (67other customers and prospects in open plat- percent) of enterprises are already using socialforms like Twitter, Facebook Pages and Forums. media for a variety of activities that often includePeople are seeking for advices and information some form of customer service. The study foundabout products and services in social media that despite the widely recognized potentialsites. This phenomenon has amplified custo- power of social media, few organizations havemer voice and its relevance in the business. figured out how to use it effectively to achieveThough this has empowered customers, it has their enterprise goals. Customer Support Ecosystem “ „ Few organizations have figured out how to use Social Media effectively to achieve their enterprise goals.
CUSTOMER SUPPORT VIA SOCIAL MEDIA : KEY CHALLENGES • Tracking complaints and queries across all channels • Responding effectively to complaints and tracking its effectiveness • Coordination between customer support team The key problems client’s customer support team were facing: About Simplify360 Simplify360 is a social media • Taking long hours to track complaints and respond to them timely management infrastructure • Cost per responding to each complaints was close to $40 platform. It enables organiza- • Lack of coordination between the team to follow up the issues tions to effectively implement social media concepts in to core • Tracking the issues and creating reports was getting difficult business functions. Powered by Simplify360 AnalyticsTM, we What they have achieved via Simplify360: extend a sophisticated and • The response time decreased to 80% user-friendly environment to • Cost per response drastically decreased to 87.5% realize value via actionable • Seamless coordination between teams intelligence. • Issue tracking with ease To know more about Simplify360 visit: www.simplify360.com Before Before or e-mail us at:100% firstname.lastname@example.org% 100% 100%70%60% India Address: 3rd Floor, 7/1 Binnamangala,40% 80% reduction 100 Feet Road, Indiranagar,20% 87.5% cost saved 20% Bangalore 560038. 12.5% Phone (Bangalore) : +91-80-40971130 Before After Before After Cost per response US Address: Response Time 11824 Jollyville Road, Suite 402, Currently, the client is closing on average 500 issues per week. The Austin, TX 78759. client has around 20 customer support team member logging in Phone (US) : 512-539-0360 Simplify360 on daily basics to track the complaints and act on them effectively. Simplify360’s effective response auditing method has allowed team to generate reports easily and share with executive members of the organization.