Optimale Integration Sozialer Medien in das Kundenservice Center
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Optimale Integration Sozialer Medien in das Kundenservice Center

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Franz Hennemann, Sales Manager, Genesys - Social Media im Kundenservice: Seminar in München

Franz Hennemann, Sales Manager, Genesys - Social Media im Kundenservice: Seminar in München

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    Optimale Integration Sozialer Medien in das Kundenservice Center Optimale Integration Sozialer Medien in das Kundenservice Center Presentation Transcript

    • Optimale Integration Sozialer Medien in das Kundenservice Center Franz Hennemann München, 2. April 2014
    • © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.2 Papstwahl 2005 © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.2
    • © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.3 Papstwahl 2013 © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.3
    • © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.4 © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.4 Messages Navigation Notes Phone Wikis, blogs, URLs, forums, customer reviews etc. Email Instant Messaging, Video, Review apps etc. Social Media
    • © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.5 Kunden nutzen mehrere Kanäle 3 Kanäle 4 Kanäle 5 oder mehr Kanäle1 Kanal 2 Kanäle N=8,000 Quelle: Ovum 75% verwenden mindestens 3 Kanäle
    • © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.6 … und sehen eine Konversation •Kunden erwarten Services , der • bequem, • im Kontext steht • persönlich ist, •… ungeachtet, welcher Kanal während der Konversation genutzt wird.
    • © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.7 Unternehmen sind in Silos aufgestellt.. Marketing Online Sales Filiale Backend-System Service-Center
    • © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.8 und wollen diese Konversation managen Web Contact Center Mobile In Person Social Navigation Chat Gespräch Gespräch Austausch Bestellung Filiale Tweet Status Check
    • © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.9 Social Kunden Service vs. Social Marketing Marketing Branding Outbound- Kampagnen Blogs … 1 : 1 Reporting & Analyse Workforce Management Sales & Support Service Anfragen Beschwerden … Reporting & Analyse
    • © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.10
    • © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.11 Genesys Social Engagement Business Analyse und Reporting … ermöglicht eine Konversation mit dem Kunden Eine komplett und integrierte Social Media Management Lösung Erfassen von Meldungen und Erwähnungen Content Erkennung und Business Rules Anwendung Verteilung an die richtige Resource Bearbeitung und Antwort über jeden Kanal
    • © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.12 Customer Service Mobile Marketing Telemarketing & Sales eCommerce Payment & Collections Genesys Customer Experience Platform Store/ Branch Direct to Rep Back Office Contact Center Marketing Promotion Mobile AppWebsiteVoice IVR
    • © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.13 Kontaktdaten Franz.Hennemann@genesys.com 0172 894 1602 @FranzHGenesys Franz Hennemann
    • thank you www.genesys.com