Vodafone Social Media Management via Project Manager

1. Getfaster
resultswith
Low-Code
ProcessTracker
SocialMedia
Management

2. ProcessTracker
Social MediaManagement
Customer handled effectively and quickly
Positive Facebook
Comments
Resolved Positive Twitter
Comments
Data ExportMI &
Performance
Analytics
SLA
Definition
Social media
account
management
Choice of
Hosting
API
SalesForce
or other CRM
Feedback comes through multiple channels
Mobile Phone & Call
Recording
Posted
Response
Web-based
eForm
In store/POS
feedback
Survey
Data
Customers share feedback based on their experiences
Noise
Social Media
IdeasIssuesQueries
?
Praise
Reply
approval
Broadcast
Capability
Trigger
word capture
Sentiment
analysis
Internal
collaboration
Field agent /
on premise
notifications
Rule-based
routing
Dept. specific
processes

3. Improve customer experience by streamlining how your whole company addresses
social media for customer service.
The Challenge
Let’s face it - savvy consumers know that
complaining in public works, often achieving
faster and more generous resolution than
traditional methods. So if you don’t want your
corporate timeline to read as a constant
stream of complaints, you need to get smarter
at how you resolve questions and complaints
that arrive by social media.
But many social media monitoring tools lack
what is needed to enable staff in marketing,
customer service and sales to work together
quickly, efficiently and compliantly to improve
customer experience.
Solution
The Process Tracker Social Media
Management Solution (SMM) is a clever box of
tricks. It listens to social media channels,
looks at content and sentiment to work out
how to handle each conversation and
forwards it to the appropriate team or
individual. It makes social customer service
faster, more scalable and more measurable.
SMM also integrates with your existing care
solutions so that you can see everything you
need in one place.
Benefits
Simply put, Process Tracker Social Media
Manager sorts the wheat from the chaff and
noise from communications. Intelligent and
configurable processes flag sentiment and
keywords - ensuring that messages are dealt
with by the right staff. Quickly. SLAs are not
just defined - they're met. Customer
experience is improved, so you can minimise
churn and maximise upsell.
Social MediaManagement
ProcessTracker
When companies
engage and respond to
customer service requests
over social media, those
customers end up spending
20% to 40% more with the
company.”
Bain & Company

4. Handle multiple channels: Consistently manage multiple Twitter accounts & Facebook pages in a single case management environment.
Post in-app replies on the public timeline or via direct messaging.
Built in social broadcast capability.
Easily extended to include additional social channels.
Integrate with traditional channels like email, website, survey, text, phone etc.
Scale & reach: Rapid web based deployment – scales to any number of users, departments, countries, & languages.
Access through any device: Desktop, tablet, Smartphone.
Deploy via cloud or on premise.
Multi-channel two way communication: Customers can be updated via multiple channels including: SMS, Email, Web, Twitter and Facebook
Integration/extensibility: Easily import and export data
Integrate with SalesForce.com or other CRM
Support for continuous Improvement: Agile, collaborative process management supports full cycle: measure, analyze, improve and control
Control: Centralised repository for all feedback
Adaptable department specific processes
100% configurable workflow, case management and work allocation
Totally configurable rules, actions and user interface, branding
Automatically update customers as case is progressed
Fully customizable reporting / Management Information / KPI dashboards
Collaborative case review
KeyFeatures
Analyse & route: Manage your own vocabulary to test message sentiment
Measure sentiment at a conversation and message level.
Manage your own list of buzzwords or phrases to enable better routing, processes & reporting.
Require or request supervisor approval before public posting.
Intelligent queue management; rule based prioritisation & “get next” facility