Serving the Social Customer: Scaling Your Support For Twitter, Facebook and More
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By 2014, Gartner Research estimates that social networking services will replace email as the primary communications vehicle for 20 percent of business users – and for many people this is already ...
By 2014, Gartner Research estimates that social networking services will replace email as the primary communications vehicle for 20 percent of business users – and for many people this is already the case. As you connect to customers in social channels, a key question is – how can you scale that communication? If you have only a few people monitoring Twitter, what do you do when they go home? As you successfully interact with people on Twitter, how do you handle the growth?
Do you hire a whole new group of people to “tweet”? Or do you look at how appropriate forms of automation can help you scale your interaction?
In this presentation, Voxeo's Dan York explores how Voxeo’s tools and platforms can help you scale your usage of social channels. You will learn how to:
Monitor a Twitter account and take action on incoming messages or mentions.
Send urgent notifications via SMS or voice based on certain keywords that appear in tweets.
Craft appropriate automatic responses based on what customers send via Twitter.
Use an automated app can assist the person monitoring a Twitter account in collecting information to provide a response.
Tie your social interaction into the same analytics and application used for other communication channels like voice, SMS, IM, and mobile web.
Plus you will get a view of how these services can be extended to other social services like facebook.
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