Purpose-Built Social Customer Care.At Scale.
Social Media + Customer Care?Photo source: http://www.trekearth.com/members/brianerz/
A Tale of Two Departments                               	  	  	  Markeng	   Support	                Purpose	   Listen	  an...
At Scale. At Last.      Demo             © 2012 Social Dynamx, Inc. All rights reserved.   4
facebook.com/socialdynamxFollow Us!                                                               @socialdynamx           ...
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Social Dynamx Stage Presentation - TSIA's Technology Services World

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Social Customer Care. At Scale.

Stage presentation for Service Revolutions finalists at TSIA's Technology Services World in Santa Clara. May 9, 2012.

Published in: Technology, Business
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Social Dynamx Stage Presentation - TSIA's Technology Services World

  1. 1. Purpose-Built Social Customer Care.At Scale.
  2. 2. Social Media + Customer Care?Photo source: http://www.trekearth.com/members/brianerz/
  3. 3. A Tale of Two Departments      Markeng   Support   Purpose   Listen  and  Monitor   Engage  and  Triage   Currency   Trends   1:1  Conversa4ons   Success  Metric   Share  of  Voice   C-­‐Sat,  Time  to  Agent  Response     Measurement   Quarterly   Minutes  Work  Environment   Shared  Ownership   Individual  Accountability   Social  Success   Retweets   Case  Resolu4on   Typical  Response   “Thanks!”   “How  can  we  resolve?”   Locaon   Headquarters   Distributed   www.slideshare.net/socialdynamx
  4. 4. At Scale. At Last. Demo © 2012 Social Dynamx, Inc. All rights reserved. 4
  5. 5. facebook.com/socialdynamxFollow Us! @socialdynamx socialdynamx.com/blog © 2012 Social Dynamx, Inc. All rights reserved. 5
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