YUPIQ: Social Media Monitoring for Mitel Contact Centres

Connect to Customers,

the Way they Connect

™

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67% of consumer purchase decisions are primarily influenced by word of mouth*

*McKinsey

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84% of European Internet Users are on Social Media*

*http://www.onlinemarketing-trends.com 2011

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61% of North Americans use Social Media*

*McKinsey

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The YUPIQ hosted suite allows companies to monitor, engage and promote positive user discussions

on the social web.

SOCIAL REWARDS SUITE

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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

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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

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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

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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

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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

SOCIAL REWARDS - CONSUMER OVERVIEW

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Customer Finds an Offer

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Customer Shares an Offer

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Customer Earns a Reward

ACTIVE ENGAGEMENT SUITE

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Know what People are Saying

Facebook Pages

Public Tweets and Direct Messages

LinkedIn Groups

Blogs / Forums / RSS Feeds

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Right Message to the Right Place

• Filter and Sort messages to queues by keyword • Capture all direct messages to ensure social coverage

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Utilize Existing Support Staff

• Notify agents by email of incoming messages• Present agents with conversation history• Identify source of message and keyword matches

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Seamless Customer Experience

• Respond in media as a corporate account• Respond privately or publicly depending on

how your company was contacted

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Promote Customer Loyalty

• Distribute exclusive offers and rewards• Encourage positive word of mouth about your

company through brand advocates

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Understand the Results

• Determine the effectiveness of filters• Track agent response frequency and time• Analyze the impact of customer offers

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No IT Infrastructure Costs

• Completely Hosted Solution• All upgrades (Major and Minor) included• Social Site compatibility provided

ACTIVE ENGAGEMENT - CONSUMER OVERVIEW

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Customer Posts a Comment

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Agent Replies to Comment

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User Gets Response and Offer

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Customer Claims and Shares

SYSTEM ADMINISTRATION

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Setup Social Sources

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Setup Filter Queues

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Create Promotions

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Promote Public Promotions

www.yupiq.com

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Will FraserDirector of Marketing

Email: Will.Fraser@yupiq.comMobile: 250-812-3052