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Kana social-crm-webinar-mark-angel


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Slides presented by Mark Angel on Social Listening / Social CRM. Posted by Mark Duffell

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Kana social-crm-webinar-mark-angel

  1. 1. Social Listening in Customer Service <ul><li>Mark Angel, CTO, KANA </li></ul><ul><li>[email_address] </li></ul>
  2. 2. Customer Service Experiences Today: ! ! ! Channel Silos Rigid, One Size Fits All Process Customer E-Mail Phone Web Chat Social Network Manager
  3. 3. Customer Service Analytics Today: Channel Fragmented Semantically Challenged Listening Gateways Analytics
  4. 4. But, for the Service Manager: A Vast Chasm Between Insight & Action Voice of the Customer Analytics & Social Listening <ul><li>ROI difficult to measure </li></ul><ul><li>Opportunities for better service squandered due to lack of action-ability </li></ul><ul><li>Chaotic environments that end up being more reactive than proactive </li></ul><ul><li>Analytics are an after-thought and not built into the process </li></ul>Service Experience Delivery Insight + Action = Listening
  5. 5. Enterprises Need Multi-channel action-ability. Service Manager Design Tailored Experience Flows on the Adaptive Desktop Customer Service Managers Can Adapt Experiences in Minutes, Not Months chat phone email web Orchestrate
  6. 6. Customer Service Needs Full 360 Listening Social Monitoring Customer Chat Phone Email Multi Channel Listening Social Listening Service Manager 360 Listening Social Media Forums Web
  7. 7. Service Experience Management
  8. 8. About KANA
  9. 9. KANA Snapshot June 23, 2011 INDUSTRY RANKINGS Top General Retailers #1 - Wal-Mart #2 - Target #3 - Sears Holdings #6 - Macy’s Top Telcos #1 - AT&T #3 - Verizon #6 - France Telecom #12 - Sprint Nextel #14 - Comcast Top Specialty Retailers #2 - Home Depot #4 - Best Buy #7 - Staples WHO WE ARE The leader in Service Experience Management Solutions WHO WE HELP Customer Service Leaders HOW WE HELP We let you control over your Service Experience and the ability to balance your competing goals WHO WE SERVE Over 600 B-to-C companies with relentless focus on customer service BUSINESS IMPACT FOR YOU Our customers report double-digit increases in customer satisfaction, increased revenue growth and at the same time decreases in contact center costs Financial Services 120 Telecommunications 100 Retail 75 High-Tech 70 Travel / Transportation 50 Services 40 Manufacturing 30 Healthcare / Insurance 20 Government 10 600 Customers Worldwide
  10. 10. KANA gives you total control over your Service Experiences… <ul><li>Knowledge blended process </li></ul><ul><li>Case Management </li></ul><ul><li>Scripting </li></ul><ul><li>Unified service experience </li></ul><ul><li>Email Response Management </li></ul><ul><li>Chat </li></ul><ul><li>Web Collaboration </li></ul><ul><li>Secure Messaging </li></ul>Self-Service Experiences <ul><li>Our Measures of Your Success … </li></ul><ul><li>Strengthen brand perception and customer loyalty </li></ul><ul><li>Lower Average Handle Time and reduce service delivery costs </li></ul><ul><li>Drive cross-selling and up-selling revenue </li></ul><ul><li>Reduce errors and enforce policy compliance </li></ul>Knowledge-Centric Experiences <ul><li>Agent knowledge and web self-service </li></ul><ul><li>Context driven search </li></ul><ul><li>Knowledge capture & authoring </li></ul>Agent Experiences
  11. 11. Thank You! @KANASoftware