Vocus' SoMe nomination for the In The Trenches award! http://www.someawards.com/

1. Vocus SoMe Award Nomination
In the Trenches

2. “In the Trenches” Nomination
“Most effective use of social media to provide
customer support and build deeper relationships
with your online community.”

3. Meet The Social Team
Breeanna Straessle
Director of PR
Stacey Miller
Senior Community
Manager
Adrienne Sheares
Social PR Manager

4. Brand Management
Over the years, Vocus has acquired several
companies to complete its all-in-one Marketing and
PR software, including…

5. Community size: 61,000

6. Community size: 136,000

7. Community size: 40,000

8. Community Size
Combined with Vocus’ online audience, the total
community size based on largest network
concentration is 285,000 members!

9. Networks
These four brands (Vocus, PRWeb, HARO and
iContact) are managed by our team across
multiple networks where our audience is present:

10. Social Objectives
• Brand awareness
• Community building
• Customer service
• Customer retention
• Prospect nurturing
• Influencer relations
• Leads

11. Challenges
• Reaching a broad target audience
– Marketing and PR professionals evenly split
within B2B and B2C companies
• Capturing audience attention in a busy space
overloaded with content marketing

12. Tools
We use tools to monitor, respond and analyze
social interactions, including:
• Vocus PR Suite
• Vocus Marketing Suite
• Several native analytics platforms

13. Tools

14. These Tools Help Us
• Distribute content
• Gather volume of brand related mentions
• Act on Buying Signals™ from Vocus prospects
• Monitor brand related keywords to offer a helpful hand to
industry peers
• Answer customer service inquiries in record response time
• Analyze which content resonates the most with our audience
• Identify valuable online community members and engage with
them
• Build community by engaging in relevant conversations
• Identify industry trends
• Tie social media efforts to other marketing and PR tactics and
results

15. Customer Service

16. Hours of Social Customer Service
24 / 7 / 365
Period.

17. Typical Response Time
Ranges from 30 seconds to one hour. Average
response time is 15 minutes!
One minute response time

18. Two minute response time

19. Types of Support Provided
• Technical through @VocusSupport and
@PRWeb Support
• Service updates
• Prospect inquiries on pricing and features
• High-level product support
• Transparent with real names, emails and direct
phone numbers

22. Building Deeper Relationships

23. Sharing Helpful Content

24. Lending a Helpful Hand

25. Creating Connections With Others

26. Rewarding Advocates: Surprise & Delights

27. Being Human

29. Volume
With an average of 2,500 mentions monthly, we facilitate an
average of 500 conversations each month on social media
with prospects, clients and influencers

30. Our social community is immensely important to
our team. We believe in nurturing relationships and
providing one-to-one interaction and support to
create long-term value, brand awareness, and
word-of-mouth referrals through social media.

31. Thanks for your consideration!
- The Vocus Team