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Social Media zur Usergewinnung und -betreuung. Lessons learned von einem Startup.

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Social Media zur Usergewinnung und -betreuung. Lessons learned von einem Startup.

  1. 1. Lessons learned von einem Startup Social Media zur Usergewinnung und -betreuung
  2. 2. <ul><li>Vorstellung TwentyFeet
  3. 3. Userbetreuung mit Social Media
  4. 4. Usergewinnung mit Social Media </li></ul>
  5. 5. TwentyFeet – Check your track
  6. 6. <ul>TwentyFeet – Kernnutzen </ul>Erhalte einen tieferen Einblick Spare Zeit Behalte den Überblick Bleib informiert
  7. 7. TwentyFeet – User / Zielgruppe Individuen und Gesellschaften weltweit, insbesondere:
  8. 8. <ul><li>Vorstellung TwentyFeet
  9. 9. Userbetreuung mit Social Media
  10. 10. Usergewinnung mit Social Media </li></ul>
  11. 11. Userbetreuung – Anforderungen an den Usersupport einfach schnell kostengünstig möglichst wenig Redundanz „ ergooglebar“ international persönlich treffsichere Antworten präventiv
  12. 12. Userbetreuung – Grundprinzipien <ul><li>Keine telefonische Betreuung.
  13. 13. Social Media first – E-Mail ist nur zweite Wahl.
  14. 14. Öffentliche Dokumentation von Antworten auf eingehende Fragen.
  15. 15. Antworte kurz, aber persönlich. Meist mit einem Link.
  16. 16. Wir gehen offen mit Problemen um und kommunizieren diese
  17. 17. sofort. </li></ul>
  18. 18. Userbetreuung – Überblick der Tools 1 st Level 2 nd Level
  19. 19. Userbetreuung – Gestaltung nach Corporate Identity Blog: Wiki: Facebook: Twitter:
  20. 20. Userbetreuung – Live-Chat mit SnapEngage
  21. 21. Userbetreuung – Informations-Push
  22. 22. Userbetreuung – Umgang mit Problemen
  23. 23. Userbetreuung – Featurewünsche
  24. 24. Usergewinnung – Feedback von den Usern
  25. 25. Der Usersupport lässt sich fast vollständig über Social Media- Anwendungen abbilden. Bei schnellen, treffenden Antworten wird es sehr gut angenommen.
  26. 26. <ul><li>Vorstellung TwentyFeet
  27. 27. Userbetreuung mit Social Media
  28. 28. Usergewinnung mit Social Media </li></ul>
  29. 29. Usergewinnung – In Konversationen einklinken Es wird täglich nach Lösungen gesucht... … und Lösungsvorschläge werden dankbar angenommen.
  30. 30. Der eigene Themenbereich sollte aktiv verfolgt werden. Es finden tagtäglich spannende Konversationen zwischen potenziellen Nutzern statt. Auf Twitter, auf Blogs & Co.
  31. 31. Usergewinnung – Performance-Post „Meine Woche auf Twitter“
  32. 32. Usergewinnung – Performance-Post „Meine Woche auf Twitter“
  33. 33. Usergewinnung – Sharing von Detailinfos Verbreitung über:
  34. 34. Twitter & Co. können eine treibende Kraft für das Nutzerwachstum sein. Aufgabe des Produktmanagements: Sinnvolle Features überlegen, die zugleich einen Mehrwert bieten.
  35. 35. Usergewinnung – im Aufbau: Live-Sessions

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