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Best Practices for the Digital and Social Media Contact Center

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Best Practices for the Digital and Social Media Contact Center

  1. 1. www.vocalcom.com Version 1.0 by Simon Harrison CONTACT CENTER in the Salesforce CloudCONTACT CENTER SOLUTIONS Best Practices for the Digital and Social Media Contact Center George Seroukas, VOCALCOM
  2. 2. www.vocalcom.comwww.vocalcom.com Agenda Evolution of Medias The opportunity The Solution Storyboard Best Practices
  3. 3. www.vocalcom.comwww.vocalcom.com Evolution of media channels 3 1990s 2000s Today Voice Single channel Daily interactions worldwide x1 x35 x300 Silo multi- channels SMS eMail Voice Chat Twitter Facebook 4G video eMail SMS Synchronized omni channels Voice Hyper connected mobile users Live web presence Web to shop Customer interactions on mobile, web, and social media increased by a factor of 300.
  4. 4. www.vocalcom.comwww.vocalcom.com Twitter – The Opportunity • 500 million twitter users • Each user has an average of 208 followers • 340,000,000 tweets are exchanged every day
  5. 5. www.vocalcom.comwww.vocalcom.com Twitter – The Opportunity Brand Mentions on Twitter 111,000+/day 103,000+/day 49,000+/day 25,000+/day
  6. 6. www.vocalcom.comwww.vocalcom.com Twitter – The Opportunity 340,000,000 tweets are exchanged every day Disney could respond to tweets every second of every day and they still wouldn't be able to respond to all of the tweets directed at their brand. If Walmart had to respond to every tweet mentioning their name, they'd have to publish 17 or 18 tweets per minute, 24 hours a day.
  7. 7. www.vocalcom.comwww.vocalcom.com Twitter – The Solution • Filter information (hash tag, search string, people) • Define Twitter contact strategy (monitor tweets) • Route tweets to representatives • Manage complaints • Customer service • Build brand awareness
  8. 8. www.vocalcom.comwww.vocalcom.com Twitter – Storyboard
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  26. 26. www.vocalcom.comwww.vocalcom.com Twitter – Best Practices • Define your strategy and proactively monitor and engage tweets • Filter and respond to tweets efficiently in real-time. • Increase sales opportunities and improve customer service • Route tweets to skilled representatives • Capture requests and contact information • Increase loyalty, grow revenues and build brand awareness • Leverage multichannel for enhanced customer experience (Voice, Social Media, SMS, Email, Video & web chat)
  27. 27. www.vocalcom.comwww.vocalcom.com Facebook – The Opportunity • 1.2 Billion monthly active users • 819 Million monthly active users use Facebook mobile • 10 Million Facebook apps • 50 Million Facebook pages • Revenue Q2 2013 1.8 B / 1.5 B was from advertising • 41% of all advertising revenue came from mobile advertising • 2.7 Billion per Day
  28. 28. www.vocalcom.comwww.vocalcom.com Facebook – The Opportunity • Facebook has 1 million active advertisers (getting the Average budget per advertiser to $1590 per quarter) – interesting stats if you apply the 80:20 rule • 100 million monthly active users use the app, “Facebook for Every Phone” for native phones (intended to reach audiences where smartphones are not yet generally affordable)
  29. 29. www.vocalcom.comwww.vocalcom.com Facebook – The Opportunity • Regional Facebook Monthly Active Users Asia – 339 million users Europe – 272 million users US & Canada – 198 million users Rest of World (Africa, LATAM) – 346 million users Mobile is skyrocketing and these Facebook stats prove it. In fact, 41% of Facebook revenue comes from mobile! This is truly amazing!
  30. 30. www.vocalcom.comwww.vocalcom.com Facebook– The Opportunity Top Retail Brands on Facebook 37,000,000 + 33,000,000 + 23,000,000 + 22,000,000 +
  31. 31. www.vocalcom.comwww.vocalcom.com Facebook– The Solution • Your Contact Center solution must allow you to connect to a customer who uses Facebook. • Share offers between friends (Introduction) • Social selling = selling to more than 1 person • Get permission from targeted audience • Ensure maximum visibility and privacy • Increase loyalty, grow revenues and build brand awareness
  32. 32. www.vocalcom.comwww.vocalcom.com Facebook– Storyboard
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  47. 47. www.vocalcom.comwww.vocalcom.com Facebook– Best Practices • Integrate a contact center solution that allows you to interact with Facebook users. • Respond to posts and comments in real-time • Increase sales opportunities and improve customer service • Route posts to properly skilled representatives • Capture requests and contact information • Increase loyalty, grow revenues and build brand awareness • Leverage multichannel for enhanced customer experience (Voice, Social Media, SMS, Email, Video & web chat)
  48. 48. www.vocalcom.com Version 1.0 by Simon Harrison CONTACT CENTER in the Salesforce CloudCONTACT CENTER SOLUTIONS Thank you for your time George Seroukas g.seroukas@vocalcom.ca

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