Whether customer care is looking to deliver timely responses to ensure the highest customer satisfaction or marketing is looking to amplify the message of a brand advocate to increase brand equity, accurately pinpointing the conversations that matter most to your brand can reduce customer care costs and maximize your reach.
Watch now to hear the top 3 benefits of deploying best of breed analytics and engagement platforms, NetBase and Spredfast, and how they allow brands an unprecedented way to find customer stories and join the conversation.
You will also learn to:
Segment and prioritize conversations for customer care
Recognize crisis situations faster
Amplify the message of brand advocates
Drive opportunities down the purchase funnel
2. 1
THREE DAYS OF UNFORGETTABLE SOCIAL MEDIA INSIGHTS THAT WILL HAVE A
DIRECT IMPACT ON YOUR SUCCESS
33 game changing sessions that will inspire you – Coca-
Cola, Visa, Yum! and others
http://www.netbase.com/nblive2016/
OCT 25th-27th IN SAN FRANCISCO
NETBASE LIVE : OCT 25-27
3. All-Star Keynotes:
Trevor Noah, The Daily Show
Nathalie Nahai, web psychologist
Cubby Graham, charity: water
Eric Toda, Airbnb
Rob King, ESPN Sportscenter
30 Sessions:
roundtables and breakouts with
social leaders at Facebook,
Google, RocNation, Twitch,
Charles Schwab, Brooks Brothers,
Coca-Cola, The NFL, and more!
700 Social Leaders
200 Global Brands,
Media Companies, &
Agencies
20+ Keynote & Breakout
Sessions
10. 9Transform Customer Data from Any Source
Fuel Every Aspect of Your Business
Social Media
Customer CareDigital Channels
Survey Systems
CRM
#netbasewebinar
11. 10Why Customers Choose NetBase
Technology Company
• 99.5% satisfaction & 90% rapid
innovation is customer driven
• Recognized as leader by
G2Crowd, Forrester, Trust Radius
• Serves over 300 global brands &
top agencies
Reputation
• SAAS solution designed for rapid
deployment across the enterprise
• Complete customer insights from
social, digital, and internal data
• Accurate understanding with
patented Natural Language
Processing across 199 languages
• Headquartered in the Silicon
Valley with 8 global offices
• Partnerships with Spredfast,
Domo, Twitter, Tumblr, and
more
• Global support organization
across NA, EMEA, APAC
#netbasewebinar
23. 22Use Case: Social Customer Care
*Sources: Harvard Business Review, Aberdeen Group, McKinsey & Company
6.5%
Increase in Agent
Productivity
Average Cost per
Incident:
Phone - $6
E-mail - $3-5
Social - $1
30%
Of Customers Prefer
Social Care to
Traditional Phone
Care
6.7%
Increase in Average
Revenue per
Customer Contact
7.1%
Increase in
Customer Retention
Rates After
Implementing Social
Care
#netbasewebinar
30. CONFIDENTIAL
Brooks Brothers’ social team used Spredfast to engage in
real-time monitoring and response, scoring big with customers
by capitalizing on a surprise and delight moment with ESPN
analyst and retired soccer player Taylor Twellman.
2 Million +
Social
Impressions
190%
Increase in
Favorites
Compared to
Average
76%
Increase in
Retweets
Compared to
Average
Customer Stories | Brooks Brothers
Influencer ID & Engagement
32. CONFIDENTIAL
21%
Increase in
Average Time
on Site
57%
Higher
Transaction
Rate in Online
Sales
156%
Increase in
Page Views
2 Million
Potential Social
Impressions
The PGA TOUR Superstore worked with Spredfast to
engage golfers on a socially-powered Gift Guide that drove
conversions through social.
Customer Stories | PGA Superstore
Influence Path to Purchase
34. 33Customer Care Workflow
Define Topic, Theme,
Tag combination within
NetBase social analytics
Topics
Themes Social
Inbox
Engage directly with
customers in
Spredfast Streams
Tags
Customers can
segment and stream
posts from NetBase
into Spredfast Social
inbox
#netbasewebinar
35. 34Capturing Conversations in NetBase
Capture
conversations beyond
owned channels.
Identify common
trends and issues as
they arise
#netbasewebinar
63. 62In Summary
Improve Response Time – Manage risk with improved response time during crisis
situations and improve customer satisfaction with improved response times.
Reduce Customer Care Costs – Reduce Customer care costs by accurately pinpointing
the conversations that matter.
Expand Your Reach – Identify, engage, and amplify conversations outside of your
owned channels.
Improve Cross-Functional Productivity – Leverage tagging and routing capabilities to
ensure customer care and community managers work off the highest priority streams.
#netbasewebinar