YUPIQ: Social Media Monitoring for Mitel Contact Centres
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YUPIQ is a new Mitel Affiliate based out of Mitel headquarters in Canada. YUPIQ is a social media monitoring service which can be used in conjunction with any Mitel Contact Centre suite.
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YUPIQ: Social Media Monitoring for Mitel Contact Centres
- 1. ™ Connect to Customers, the Way they Connect
- 2. 67% of consumer purchase decisions are primarily influenced by word of mouth* *McKinsey © Copyright Yupiq 2011 2
- 3. 84% of European Internet Users are on Social Media* *http://www.onlinemarketing-trends.com 2011 © Copyright Yupiq 2011 3
- 4. 61% of North Americans use Social Media* *McKinsey © Copyright Yupiq 2011 4
- 5. The YUPIQ hosted suite allows companies to monitor, engage and promote positive user discussions on the social web. © Copyright Yupiq 2011 5
- 7. Create Activities Create • Content that requires users to work together to earn rewards • Activities that target specific customers by email or phone number • Rewards that encourage purchasing and sharing of specials with friends • Regional offers restricted based on users location © Copyright Yupiq 2011 7
- 8. Post Activities for Users Post • Post activities to a real time Facebook application • Share special offers via Twitter, Facebook Fan Feeds and Email • Embed activities and the activities dashboard on a corporate website © Copyright Yupiq 2011 8
- 9. Users Talk with Friends Talk • Invite friends to help complete activities and earn rewards • Share content with specific friends via email and Facebook • Activate friends and other advocates via Facebook and Twitter public posts © Copyright Yupiq 2011 9
- 10. Rewards are Redeemed Purchase • Rewards are used to make purchases in store and online • Each one time use reward is tracked, securely disabled and associated with the person who shared it • Used rewards can trigger the release of other rewards to encourage repeat purchasing and encourage advocates © Copyright Yupiq 2011 10
- 11. View the Analytics Track • The distribution of offers, activities and other marketing messages • The number of offers redeemed and activities completed • The geographic location of users • The preferred method of communication for your users © Copyright Yupiq 2011 11
- 12. SOCIAL REWARDS - CONSUMER OVERVIEW
- 13. Customer Finds an Offer © Copyright Yupiq 2011 13
- 14. Customer Shares an Offer © Copyright Yupiq 2011 14
- 15. Customer Earns a Reward © Copyright Yupiq 2011 15
- 17. Know what People are Saying Facebook Pages Public Tweets and Direct Messages LinkedIn Groups Blogs / Forums / RSS Feeds © Copyright Yupiq 2011 17
- 18. Right Message to the Right Place • Filter and Sort messages to queues by keyword • Capture all direct messages to ensure social coverage © Copyright Yupiq 2011 18
- 19. Utilize Existing Support Staff • Notify agents by email of incoming messages • Present agents with conversation history • Identify source of message and keyword matches © Copyright Yupiq 2011 19
- 20. Seamless Customer Experience • Respond in media as a corporate account • Respond privately or publicly depending on how your company was contacted © Copyright Yupiq 2011 20
- 21. Promote Customer Loyalty • Distribute exclusive offers and rewards • Encourage positive word of mouth about your company through brand advocates © Copyright Yupiq 2011 21
- 22. Understand the Results • Determine the effectiveness of filters • Track agent response frequency and time • Analyze the impact of customer offers © Copyright Yupiq 2011 22
- 23. No IT Infrastructure Costs • Completely Hosted Solution • All upgrades (Major and Minor) included • Social Site compatibility provided © Copyright Yupiq 2011 23
- 24. ACTIVE ENGAGEMENT - CONSUMER OVERVIEW
- 25. Customer Posts a Comment © Copyright Yupiq 2011 25
- 26. Agent Replies to Comment © Copyright Yupiq 2011 26
- 27. User Gets Response and Offer © Copyright Yupiq 2011 27
- 28. Customer Claims and Shares © Copyright Yupiq 2011 28
- 30. Setup Social Sources © Copyright Yupiq 2011 30
- 31. Setup Filter Queues © Copyright Yupiq 2011 31
- 32. Create Promotions © Copyright Yupiq 2011 32
- 33. Promote Public Promotions © Copyright Yupiq 2011 33
- 34. www.yupiq.com Will Fraser Director of Marketing Email: Will.Fraser@yupiq.com Mobile: 250-812-3052 © Copyright Yupiq 2011