NY Masterclass 2014 - #brandwatchtips

1. Customer service
Kelly Autenrieth /Technical Trainer

2. Contents
• Online Landscape of Customer Service
• The Good, The Bad & The Ugly
• Brandwatch: How to be Ridiculously Good at Customer Service
• Questions & Answers
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3. Social Listening for
Customer Service
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4. Customer Service / Online Landscape
What’s it made up of?
• Appreciation, Criticism & Questions
• Consistent brand voice & values
• Strategy for the good & the bad
• Continuous monitoring & seamless workflow
• Prioritizing conversations
• Ability to respond quickly and genuinely
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5. The Good, The Bad
& The Ugly
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6. The Good / Example
JetBlue Airways (@JetBlue)
Welcome Home Parade
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7. The Bad / Example
Time Warner Cable & Sir Patrick Stewart
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8. The Ugly / Example
J.P. Morgan’s Live Twitter Chat
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9. Using Brandwatch
for Customer
Service
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10. Customer Service / Brandwatch
• Continuous monitoring
• Seamless workflow
• Categorizing & Prioritizing
conversations
• Consistent brand voice & values
• Ability to respond quickly &
genuinely
• Engagement
Queries & Channels
Manual Markup/Bulk Actions
Author Lists
Workflow: Assignments & Priority
Categories, Tags & Rules
Alerts
In-App Engagement & Partnerships
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11. Brandwatch
Analytics
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12. Email contact@brandwatch.com
Web brandwatch.com
Twitter @brandwatch
Telephone
UK +44 (0)1273 234290
US +1 212 229 2240
DE +49 (0)30568 370 040
Document Limitation
The information given in this document has been checked for accuracy and completeness however
Brandwatch
shall not be liable for any errors or omissions.
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