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KPN: Customer Experience by using social channels
The document discusses the integration of Jamesfeed within Salesforce, enabling specialists to promptly identify service disruptions impacting customers. It highlights the use of Radian6 for global monitoring and social listening, facilitating efficient case handling and collaboration among service agents. The document also outlines various performance metrics and strategies aimed at enhancing customer satisfaction through proactive services and location-driven communication.
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KPN: Customer Experience by using social channels
- 2. Hello, I amAnnemarie @annemarieluijk ..
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- 4. Jamesfeed integratie inSalesforce D.m.v. een integratie met de Jamesfeed zien klantspecialisten direct in Salesforce wanneer een er storing gaande is in het postcode gebied van de klant, dit door een duidelijke melding in de case
- 5. Content! Background! Facts & Figures! KPI’s! ServiceCloud! Marketing Cloud! 2016 and onwards!
- 6. Content! Background! Facts & Figures! KPI’s! ServiceCloud! Marketing Cloud! 2016 and onwards!
- 7. 7 Internet Service Cloud Route Conversations Setup Queues Prioritize Reply to SM via SFDC Radian6 Listening Monitoring Social Command Center Social Hub Data Source Filters Business Rules Classifiers Radian6 is used for global monitoring and listening. The tool is also used for business intelligence purposes. The Social Hub is a business rule applica6on which forms an invisible bridge between Radian6 and the Salesforce Service Cloud. It enables KPN to automate several business processes. • Service Cloud is used for case handling by the Social Care Agents and Specialists. It allows efficient and effec6ve case handling. • Within the Service Cloud the Social Care agents use Cha6er. This enables efficient and effec6ve collabora6on between service departments. Create Dashboards Collaborate Dispatching Backgroun d
- 8. Content! Background! Facts & Figures! KPI’s! ServiceCloud! Marketing Cloud! 2016 and onwards!
- 9. Facts & Figures! ! 24/7! ! 120 agents! ! 2.500 posts per day! ! 100% average growth every year! ! !
- 10. Content! Background! Facts & Figures! KPI’s! ServiceCloud! Marketing Cloud! 2016 and onwards!
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- 12. Content! Background! Facts & Figures! KPI’s! ServiceCloud! Marketing Cloud! 2016 and onwards!
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- 17. Content! Background! Facts & Figures! KPI’s! ServiceCloud! Marketing Cloud! 2016 and onwards!
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- 19. Transparency is your keyto success
- 20. Social Narrowcasting • Directcustomer feedback to raise awareness • Department specific content • Continuous innovation to always be one step ahead • Rollout continues throughout 2016, including mobile Narrowcasting.
- 21. Location driven signaling • Pins are dropped based on webcare data • Built-in threshold shows percentage change per region • Region specific posts, including actual content, are directly shown
- 22. A direct linkbetween the customer and our Service Quality Center
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- 24. The problem weencountered • Unexpected events can disrupt infrastructure • Legacy systems do not detect external causes such as power outages • These external causes have a high impact on customer satisfaction
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- 26. Shift to Chat Datadriven Customer Journey NEXTSTEPS
- 27. Thanks for listening! Anyfurther questions or comments? Find us on Twitter or Facebook! @annemarieluijk @kpnwebcare facebook.com/kpn