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BE YOUR CUSTOMER’S BEST FRIEND
SOCIAL MEDIA MANAGEMENT IS EXPENSIVEWHAT ARE THE MAIN COST SOURCES?
SOCIAL CUSTOMER CARE
CONTENT DEVELOPMENT
PERFORMANCE ANALYSIS
SOCIAL CUSTOMER CAREHAVE YOU EVER CALCULATED THE HIDDEN COSTS YOU HAVE
TO MANAGE EACH USER REQUEST VIA SOCIAL MEDIA?
QUICKLY IDENTIFY REQUESTS
RETRIEVE CUSTOMERS HISTORY
KEEP TRACK AND FORWARD REQUESTSTO THE BEST PERSON TO ANSWER
AVERAGE COST:
74€ PER SINGLE REQUEST
CONTENT DEVELOPMENT
COLLABORATING WITH INTERNAL RESOURCES
GATHERING FEEDBACKS AND UPDATING EXCEL
GETTING PLAN APPROVEDAND ACTUALLY SCHEDULING THE POSTS
AVERAGE COST:
600€ PER CREATIVITY
HAVE YOU EVER CALCULATED THE HIDDEN COSTS YOU HAVETO DEVELOPE AND GETTING APPROVED AN EDITORIAL PLAN?
PERFORMANCE ANALYSIS
DEFINE WHICH METRICS ARE USEFUL
TRACK & COMPARE DIFFERENT PERFORMANCES
COMPARE QUANTITATIVEAND QUALITATIVE ANALYSIS
AVERAGE COST:
400€ PER CUSTOMER REPORT
HAVE YOU EVER CALCULATED THE HIDDEN COSTS YOU HAVETO DEVELOPE IN DEPTH ANALYSIS OF YOUR SOCIAL ACTIVITY?
LET’S SEE HOWSOCIAL BULLGUARD CAN HELP
YOU TO CUT THESE COSTS
SOCIAL CUSTOMER CAREBOOST YOUR SOCIAL MEDIA PRESENCE
IDENTIFY AND PRIORITIZE REQUESTS
STRUCTURE CARING WORKFLOW
KNOW YOUR USERS
SOCIAL CUSTOMER CAREIDENTIFY AND PRIORITIZE REQUESTS
WE GATHER ALL USERS’ INTERACTIONS THAT NEED YOUR ATTENTION.WE ANALYZE WHAT HAS BEEN WRITTEN AND BY WHOM AND WE HIGHLIGHT
TO YOU ONLY THE INTERACTION THAT NEED YOUR ATTENTION.
Tweet from Some Important Client
Blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah.
Private Message from Some Person
Blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah.
Email from Some Person
Blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah.
Comment from Some Person
Blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah.
Email from Some Person
Blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah.
Post from Some Person
Blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah.
Reply from Some Client’s wife
Blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah.
SOCIAL CUSTOMER CARESTRUCTURED WORKFLOW
TO ENSURE FAST AND PRECISE ANSWERS WE AUTOMATICALLY ROUTEREQUESTS TO SPECIFIC USERS OR TO DIFFERENT TEAMS.
Comment from Some Person
Blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah.
Email from Some Person
Blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah.
Post from Some Person
Blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah.
Reply from Some Client’s wife
Blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah.
AGENCY
CUSTOMER CARE
MARKETING
SOCIAL CUSTOMER CAREKNOW YOUR USERS
WE MAKE SURE THAT ANYONE THAT HAS TO ANSWER TO A USER KNOWSEXACTLY WHO HE IS AND HIS HISTORY (CRM CONNECTION AVAILABLE).
Comment from John SmithBlah blah blah blah blah blah blah blah blah blah blah blah
EMAIL : [email protected] NOME : JOHN COGNOME : SMITH
IMPORTANTFREQUENTUNDER 35
INFLUENCERBLOGGER
TRAVELLERFACEBOOK
Ticket #41 Priority: HIGHStatus: OPEN
Object:Lorem ipsum dolor sit amet, consectetur adipiscing elit, sed do eiusmod tempor
Ticket #34 Priority: MEDIUMStatus: PROGRESS
Object:Lorem ipsum dolor sit amet, consectetur adipiscing elit, sed do eiusmod tempor
Ticket #96 Priority: MEDIUMStatus: OPEN
Object:Lorem ipsum dolor sit amet, consectetur adipiscing elit, sed do eiusmod tempor
New Tweet from John SmithBlah blah blah blah blah blah blah blah blah blah blah blah
Email From John SmithBlah blah blah blah blah blah blah blah blah blah blah blah
SOCIAL USER INFO
SOCIAL HISTORYTICKET HISTORY
USER CLUSTERS
CONTENT DEVELOPMENT WE CAN’T CREATE CONTENT FOR YOU,
BUT WE CAN HELP YOU WITH:
EDITORIAL PLANNING MANAGEMENT
FEEDBACK AND APPROVAL PROCESS
POSTING AND SCHEDULING
CONTENT DEVELOPMENTEDITORIAL PLANNING MANAGEMENT
CREATE DRAFTS AND WORK ON THEM WITH YOUR TEAMWITHOUT SPREADSHEETS, MAILS AND CALLS.
CONTENT DEVELOPMENTFEEDBACK AND APPROVAL PROCESS
RECEIVE STRUCTURED FEEDBACKS ON YOUR EDITORIAL PLAN AND INVOLVEYOUR COLLEAGUES TO MAKE CHANGES. ALLOW YOUR CLIENTS TO APPROVE
EACH POST AND TRACK EVERY STEP OF THE PROCESS.
HERE IS A NEW TEXTFOR THE POST.
COPYWRITER
PLEASE MAKE THE POSTMORE FUNNY!!
ACCOUNT
I’VE JUST ADDEDA NEW IMAGE TO THAT.
ART DIRECTOR
CLIENT
CONTENT DEVELOPMENTPOSTING AND SCHEDULING
JUST RELAX, ONCE A POST HAS BEEN APPROVED BY THE CLIENTWE WILL POST IT FOR YOU AT THE RIGHT TIME OR WE WILL ALERT YOU
FOR ANY UPCOMING POST THAT STILL NEED APPROVAL.
PERFORMANCE ANALYTICS ALL THE ANALYSIS YOU NEED, IN JUST ONE PLACE:
SOCIAL AND PEOPLE ANALYTICS
SOCIAL CUSTOMER CARE ANALYTICS
CROSS ANALYSIS AND EXPORT
PERFORMANCE ANALYTICSSOCIAL AND PEOPLE ANALYTICS
EVALUATE YOUR SOCIAL MEDIA PERFORMANCES AND ANALYZE YOUR FANAND FOLLOWERS WITH RICH QUALITATIVE AND QUANTITATIVE METRICS.
ENGAGEMENT
USER GROWTH
TOTAL REACH
ACTIVE USERS
GLOBAL INTERACTION
PERFORMANCE ANALYTICSTICKETS ANALYTICS
TRACK YOUR CUSTOMER CARE PERFORMANCES.
AVERAGE TAKE IN CHARGE
FIRST REPLY TIME
BACKLOG TICKETS
SOLVING TIME
PERFORMANCE ANALYTICSCROSS ANALYTICS AND REPORT
COMPARE METRICS AND FILTER REPORTS TO OBTAIN A DEEPER UNDERSTANDINGOF YOUR RESULTS. EASY EXPORT ANY DATA FOR YOUR PRESENTATIONS.
THEY ALREADY TRUST US
POSTE MOBILE: COSTRUIREIL SOCIAL CUSTOMER CARE
Posizionarsi qualeoperatore telefonico leader per il social caring
Misurare con precisioneil lavoro svolto daglioutsourcer e dalle altrestrutture
Aumentare i canalie il livello di serviziosenza aumentare la complessità
POSTE MOBILE: COSTRUIRE IL SOCIAL CUSTOMER CARE
GLI OBIETTIVI
Confini labili tra lecompetenze del customer care e comunicazione
Interazione tra le strutturee gli operatori via canali non strutturati (telefono/email)
Reportistica creata a mano senza possibilità di drill down
Nessuna misurazione sulletempistiche di risoluzioneed efficienza dei team
POSTE MOBILE: COSTRUIRE IL SOCIAL CUSTOMER CARE
DA DOVE SIAMO PARTITI
POSTE MOBILE: COSTRUIRE IL SOCIAL CUSTOMER CARE
LE CONTROMISURE
Automatizzazione della fase di raccoltae selezione dei post
Tracciamento delle assegnazioni delle attivitàtramite logica di ticket (Auto Ticketing System)
Gestione delle risposte tramite una piattaformacentralizzata che traccia e produce report sullevarie fasi del processo
