HelpSocial bridges the gap between marketing and the contact center helping businesses to use real-time social insights for advancing their customer experience across all communication channels.

1. MARKETING

2. What Happens In Marketing Stays In Marketing
Social Insights For Advanced CX In The Contact Center

3. Insights from social networks allow us to understand our
customers and learn from their behaviors and preferences
so we can make adjustments to serve them better.
By 2020, 85% of customer interactions with a
business will be digital.

4. In Most Organizations, Marketing Owns Social Media
‣ Social management platforms used in marketing do not integrate or share data well (often,
not at all) with contact center systems.
‣ There is a gap between the CX goals of the contact center and the social data insights that
are siloed in marketing.
”Marketing” used as a catch-all term for related teams and departments - Public Relations, Corporate Communications, etc.
The Marketing Gap Prevents Omnichannel CX Promises

5. HelpSocial bridges the gap, helping the contact center
turn real-time social insights into actions that create
amazing customer experiences across channels.

6. The following use-cases are a few examples of what’s possible when the contact
center is able to use social insights from the other side of the marketing gap.

7. Automated Queue Escalation
210-816-2466
@GeekyJoe22
Social history
Sentiment: -1
210-816-2466
IVR
‣ The IVR recognizes the inbound phone number
and checks HelpSocial to see if there is recent
social history from the customer.
‣ HelpSocial shows there is recent, negative
social history so the IVR escalates the call to the
top of the queue.
‣ This reduces the chance the customer will go
back to social and post negatively again and
starts the process of turning them from a brand
detractor to a promoter.

8. Predictive Routing
‣ As in the last example, the IVR checks
HelpSocial for recent social history.
‣ HelpSocial tells the IVR the customer
complained about a billing issue a few minutes
ago.
‣ The IVR skips the normal Q&A flow and tells the
routing engine to send the call to an agent
skilled for billing questions.
‣ This introduces the customer to the right agent
faster, and reduces their effort in requesting
service at the same time.
210-816-2466
@geekyjoe22
Social history
Sentiment: -1
The Geekest @geekyjoe22
I wish it was easier to get a billing statement
from ABC Company!
3m ago
210-816-2466
IVR
Billing
Agent
ACD

9. Real-Time, Proactive
Customer Churn Prevention
‣ 24/7 social media monitoring picks up a
customer saying they want to close their
account and move to a competitor.
‣ An alert is triggered based on the company’s
alert settings and the customer is added to the
queue for outbound check-up calls.
‣ The ACD assigns the call to a senior agent
because of the alert status.
‣ When the call is delivered to the agent, a notice
is shown that the customer is at risk of churning
and a transcript of the social comments are
shown for context.
‣ This helps the company move faster in churn-
prevention efforts and gives the agent the
context needed for handling a critical call.
Account ID# 3982
@geekyjoe22
Social history
Sentiment: -1
The Geekest @geekyjoe22
Getting tired of ABC Company. Anyone use
XYZ Business? Thinking about moving there.
1m ago
ACD
Senior
Agent
Agent Interface

10. Trend Analysis For Voice Of
The Customer Programs
‣ As a part of 24/7 social monitoring, sentiment
scores and category (message intent) tags are
applied to every comment made by customers
about the company in real-time.
‣ Customer satisfaction surveys may be
scheduled on a quarterly basis leaving a time
gap in understanding customer sentiment.
‣ Net Sentiment Scores are calculated and
negative trends trigger an alert, prompting
action by customer care teams.
Account
Manager
Account ID# 3982
@geekyjoe22
Trend: Negative
Net Sentiment: -3
The Geekest @geekyjoe22
Getting tired of ABC Company. Anyone use XYZ
Business? Thinking about moving there.
4/2/18
The Geekest @geekyjoe22
ABC Company service is ok but I’m still not having luck
getting their system to work right. :/
4/24/18
The Geekest @geekyjoe22
ABC Company system works right sometimes and others
not at all. What the heck?
5/15/18
-1
-1
-1
Business
Intelligence

11. Want to know how all this works and see other use-cases?
Join us for our Omnichannel Intelligence webinar on August 1st.
Register at helpsocial.com/webinar.

12. HelpSocial was never supposed
to be a company.
We started internally at Rackspace Hosting helping service
leaders support their customers in social networks.
We continue to innovate with a focus on helping agents and
systems quickly understand two primary questions, for the
purpose of delivering high quality, low-effort service:
Who am I talking to?
What do I need to know so I can help the customer faster?

13. Channel
Integration
Social & Messaging
for the agent interface.
Intelligent
Automation
Intelligence for advanced
routing, agent & bot assist.
>_
Marketing
Data Bridge
Real-time social insights
for omnichannel CX.
HelpSocial is the #1 platform for integrating digital
channels with the contact center.

14. info@helpsocial.com
www.helpsocial.com