1. Designing a Multi-channel
Contact Strategy
Tapping into new opportunities
Dennis Stoutenburgh
Co-Founder ILD Corp, SocialStrategy1

2. Stratus Contact Solutions
Multi-Channel Customer Care and Lead Generation
Changing landscape in customer communication provides unique opportunity to com-
bine the assets of our outsource services division (call center and network) with our
social media expertise (Social Strategy1) to provide clients a best in class multi-faceted
customer care and lead generation solution
Stratus Contact Solutions Launched in early 2012

3. Customer Life Cycle:
Acquisition to Advocates

4. Direct Response (Inbound)
Direct Response marketing has changed, although TV still builds
awareness, customers refer to the web to make purchase decisons.
Social Media & Email Call Center
Customer Reviews
Social Media Web Chat
Monitoring

5. Lead Generation (Outbound)
If you only greet customers when they call, you could be missing
lead generation opportunities every minute.
1. 2. 3.
Customers have open Social Media Engage & Direct
coversations about Monitoring can customer to take
products & services identify leads action

6. Social Media Lead Generation
Social leads pin-point customers at point of need in real-time

7. Real Estate Case Study
Social conversations lead to in-person appointments

8. Loyalty is now driven by
a business’s interaction
with it’s customer when &
where the customer chooses
to interact

9. The Connected Customer
The way people communicate has shifted to the web
• More than 2 billion people are using social media across 100 million channels
• More than 85% of online purchases are driven by online ratings and reviews
• There are more than 175 million internet enabled smartphones in the US alone
• More than 30% of Americans have dropped their landline service in favor of
smartphones

10. Enabling Social Media Customer Care

11. How are we making the shift?
We marry deep social media
technology and subject experts
with call center operations to
provide an integrated offering
driven by the client objectives.
Our products and services include:
Community Social Engage CRM Chat Email Voice

12. What have we learned?
Traditional call center employees are not effective in
social media just because they have been provided the tools.
Employees need to be trained in fundamentals of social media
• How to engage using appropriate protocols
• Removing canned responses
• Best practices and moving the conversation offline
• Operational changes in Quality Assurance and ROI Measurement

13. Social Media Blunders #fail
Without establishing protocols and utilizing best practices, there is a
significant risk of error on a major scale.

14. Customer Care & Reputation Management
Loyalty is now being built when and where the customer chooses
Social Media Email Call Center Web Chat
Social Media Customer
Mobile Web &
Monitoring Reviews
Text

15. Stratus Contact Solutions
Integrated offering powers Stratus clients:
• Ability to provide superior customer support - meeting customers
where and when they want support
• Provides for powerful sales and lead generation opportunities
Prospective Sales leads in Twitter Product Reviews & Customer Sentiment

16. Stratus - Client Services
Stratus provides customized solutions for connected businesses
who need to engage customers and comprehend data beyond the
traditional call center.
Our customer experience professionals become your brand advocates with real-time
multi-channel engagement tools.
Industries we serve
• Communications
• Healthcare
• Direct Response
• Hospitality
• Education
• Retail
• Financial Services
• eCommerce
• CRM

17. For More Information &
Upcoming Events
StratusContactSolutions.com

18. Social Media Leadership Awards
In partnership with Knowledge@Wharton & SocialStrategy1, Stratus
is sponsoring a global social media best practices competition and
1/2 day workshop.
Entries will be evaluated by a panel comprised of global business and social media and
academic leaders. Champions will be chosen based on innovation and success in the
use of social media to solve organizational challenges. Champions will receive repeated
global exposure through Knowledge@Wharton online publications.
http://smlawards.com

19. Upcoming Stratus Events
10/14 - SOCAP 2012 Annual Conference
San Diego, CA
10/23 - Social Media for Customer Service Summit
New York, NY
11/7 - Social Media Leadership Awards
Philadelphia, PA