Social Media Customer Service Platforms Comparison 2013-07-02
Upcoming SlideShare
Loading in...5
×
 

Social Media Customer Service Platforms Comparison 2013-07-02

on

  • 518 views

UPDATED! ...

UPDATED!

Over the past year or so there’s been a lot of growth in the social media customer service area. It’s all about customer retention and reputation management. Turning your social media presence into true customer focused content and services means making your customer service there just as robust as it would be at your hotline phone number. We recently completed a project with an Asian mileage program to do just this – setting up and training social media teams from marcomms to call center.

Statistics

Views

Total Views
518
Views on SlideShare
513
Embed Views
5

Actions

Likes
1
Downloads
6
Comments
0

2 Embeds 5

https://twitter.com 4
https://web.tweetdeck.com 1

Accessibility

Categories

Upload Details

Uploaded via as Adobe PDF

Usage Rights

© All Rights Reserved

Report content

Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
  • Full Name Full Name Comment goes here.
    Are you sure you want to
    Your message goes here
    Processing…
Post Comment
Edit your comment

Social Media Customer Service Platforms Comparison 2013-07-02 Social Media Customer Service Platforms Comparison 2013-07-02 Presentation Transcript

  • 02 July 2013 digitaldevotee.com Social Media Customer Service PLATFORM COMPARISON
  • taura.edgar@digitaldevotee.com Over the past year or so there's been a lot of growth in the social media customer service area. It's all about customer retention and reputation management. Turning your social media presence into true customer focused content and services means making your customer service there just as robust as it would be at your hotline phone number. We recently completed a project with an Asian mileage program to do just this - setting up and training social media teams from marcomms to call center. There are a number of tools on the market you can use to coordinate, answer and report on customer inquiries in the social media space. We've seen groups like Salesforce suck up small shining stars like desk.com to add to its existing tools (time will tell if this move simply stops innovation or creates real improvements in their offering) while leaders like Zendesk continue to do great work. If you're looking to do more advocate style communities with a self-service focus, think about community based tools. The international tools don't serve China though so you'll be looking for a stand alone tool and the only real competitor is CIC who've added to their existing monitoring / analytics abilities with IWOM Cooperator. Note: Most of these tools can be used off the rack but for real integration with CRM systems etc., you'll need development support. Get in touch to discuss your social service plans: taura.edgar@digitaldevotee.com 1 2 3
  • SOCIAL MEDIA CUSTOMER SERVICE PLATFORM COMPARISON Service Focused Tools Cost / yr 5 operators Setup Fee Summary Self Setup Social Intl Social China Email Site Phone Mobile Live Chat Prep'd Respons es Self Service FAQ Communi ty Reponse FAQ SLA Reptg Language Trad Chinese CRM integration possible Post-sales support near HK Corp Group Website Zendesk USD2,940 Plus pkg n/a Leader in social media customer service arena with long history and robust tools for enterprise clients. X X Renren if using HootSuite Zendesk App X X X simple only X X X X X X advanced w/ gooddata. com X X Australia, Philippines independent http://www.zendesk.com Desk USD1,392 + Olark USD1,392 n/a Strong social media customer service player best for small to medium clients with good integration to the Salesforce dashboard. X X X X coming 2Q2013 X X need 3rd party like Olark for multichat X X X X X not UI X California Salesforce http://www.desk.com/ Service Cloud USD8,100 Enterprise Edition (+ fees for many eg knowledge base & mobile http://www.salesfor ce.com/ap/crm/editi ons-pricing- service.jsp) undisclosed Enterprise level customer servicing tool that integrates with other Salesforce tools for optimizing sales leads. Note: Their structure makes it hard to buy bundled services smoothly. Expect long sales/implementation periods with many extra costs. X not recom mende d X X X X CTI integratio n X X X X X X X X Australia, Philippines, India (2 biz days response unless purchase Premier plan for 15% cost of Enterprise Edition) Salesforce http://www.salesforce.com/ ap/service-cloud/overview/ IWOM Cooperator (beta) USD15,700 (97,440 RMB/year, including 2 owned brand weibo accounts, 5 competitor weibo accounts, 5 operators, 5 keyword listening channels) n/a Established monitoring group in China added social servicing tool with Fortune 500 clients trialling. Tool also allows publishing to multiple accounts. Major update to functionality scheduled for May 2013 X X SINA weibo, Tencent Weibo (WeChat/Re nren/Douban soon) X X X X planned for Jul 2013 X X X X UI Simplified Chinese with some English X Shanghai CIC Kantar http://cooperator.iwommast er.com/index.jsp Community Support Focused Platforms Cost / yr 5 operators Setup Fee Summary Self Setup Social Intl Social China Instant Msg Crowds ource Collabor ate Knowle dge Base Dynamic Content Discovery Connect to Others ID Experts Analytics Service tools Language Trad Chinese CRM integration possible Post-sales support near HK Corp Group Website Telligent USD 25,200 and up (<250k page views) depends on customisation and integration needs Advanced community platform started with external forums and now offeres internal also for self help, social communities. Recently partnered with SoCoCare for social customer service. X simple only login only X X X X X X X X coming soon X X Kinship Philippines independent http://telligent.com Lithium USD120,000+ community platform (based on # of page views and tiered pricing model) USD60,000+ social web 10 seats depends on customisation and integration needs Dynamic social customer experience company with community platform and good social servicing tools plus advanced advocacy / support tools. FB / Twitter X X X X X X X not UI X Singapore independent http://www.lithium.com/ Jive USD50,000+ (based on # of page views and tiered pricing model) depends on customisation and integration needs Large social business company started with internal communities and now offers external customer service and peer-based support communities, call deflection and team collaboration capabilities. FB push/pull X X X X X X X X X APAC first contact point - undisclosed independent http://www.jivesoftware.com/so cial-business/solutions/customer- service digitaldevotee.com CHANNELS COMMUNITY FEATURES