Manage your Online Reputation with Simplify360
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The document presents an overview of Simplify360, a solution aimed at addressing industry challenges in online reputation management. It outlines how the platform enables effective social customer service by tracking conversations across multiple channels and employs intelligent prioritization and analytics for case management. Simplify360 has garnered trust from numerous global brands and offers extensive features for tracking, reporting, and managing brand reputation.
Manage your Online Reputation with Simplify360
- 1. 1 Simplify360 for Online Reputation Management Introduction Presentation 2014
- 2. 2 Objective Industry Challenges Simplify360 is addressing How Simplify360 delivers the solution Simplify360 Feature Details The Simplify360 difference
- 3. 3 Industry Challenges Simplify360 is addressing Online Reputation Management
- 5. 5 How the reputation of your brand is driving your customer’s decision?
- 6. 6 Two-thirds of the touch points during the active-evaluation phase involve consumer-driven activities such as Internet reviews and word-of-mouth recommendations from friends and family. Image Source: mckinsey.com
- 7. 7 Technology Challenges for the industry Massive amount of user data being generated every seconds. Every now and then new social networking sites are launched. Data security and privacy concerns are ever rising making most social networking sites closed. Companies not aware of technologies which can track brand reputation. Challenges
- 8. 8 Framework to follow to manage your Online Reputation. Monitor Initiation, Definition and Planning of the campaign. Identify Risks Continuous Monitoring ORM consulting Report Analyze Resource Allocation Analysis of Reputation Online Reputation Optimization ORM Performance Measurement Monthly ORM Report Influence Feedback of Campaign Issue Resolution Optimization Loyalty Program Continuous Improvement Service Level Agreement
- 9. 9 How Simplify360 delivers solution Social Customer Service
- 10. 10 Simplify360 is technologically equipped to solve this challenge. Listening • Simplify360 can track conver- sations across all the popular social networking sites, along with over 500 million blogs, news and discussion forum. Intelligent Prioritization • Simplify360’s intelligence routing and prioritization technology can automatically identify the threat and assign to the concern team. Case Management • Simplify360 consists of user-tested workflows and case handling capability which will allow agents and super- visors to effic- iently handle new cases. Performance Reporting • Simplify360 is equipped with an analytics capability to deliver real-time performance reports and customer insights. Integration • In addition, Simplify360 has open API framework which makes it easy to integrate with other software.
- 11. 11 Simplify360 has a successful support and training program. Pre-defined training programs with dedicated training personal. Designed Testing module for agents and supervisors to score the capability. Training materials and worksheets for internal consumption. Accessible Self Help and support system.
- 12. 12 How Simplify360 implements the ORM? (1/2) Listening Identifying Threat Prioritization Routing Before Agents receive a new case.
- 13. 13 How Simplify360 implements the ORM? (2/2) After Agents receive a new case. Case Handling Tracking performance Responding Rerouting Recording Case Details. Customer Details FAQs Case History Response Time and Team activities. Case Information
- 14. 14 Threat Identification/Resolution using Simplify360 Customer ORM Team Supervisor Customer facing an issue. Calls Support for help Disappointed by the service. The issue is escalated to Social Media by the Customer. The customer grievance reached to mass. The experience with the Call Center is most often tedious due to delay in getting in touch with the ORM Team. Hence calls are likely to be abandoned leaving customer frustrated. Most often the customers are not aware of official channels. Hence tracking for the web is utmost important. ORM team monitoring the cases. The message is detected by Simplify360’s Monitoring System can pushed to the system. The message is automatically prioritized and routed to the concerned ORM Team within seconds. Intelligent Prioritization and Routing Algorithm. Customer’s historical interaction and data recorded previously in Simplify360. Simplify360’s knowledge repository for supporting ORM Team close the case efficiently. ORM Team can immediately reach out to the customer and close the case using customer history and help system. Supervisor can monitor the response time of the ORM Team and accordingly score his/her performance. Simplify360 real- time reporting dashboards. Delighted Customer Brand Appreciation Beginning
- 15. 15 Simplify360 Feature Details For ORM Team
- 16. 16 Listen to all the brand conversations in Real-Time Track relevant conversation from across the web using keyword queries and filters. View all the messages in real-time stream to the system. Filter messages using social media filters.
- 17. 17 Get detailed brand ORM Report. View the trend in the buzz and segment the conversations into different units. View the most active platforms and best time to engage. Use social media filters to slice and dice the data. Discover the key trending topics and keywords. Export reports and share with other team members. Compare and benchmark against your competition.
- 18. 18 Discover Influencers (Promoters/Detractors) Identify all the influencers on Twitter and Facebook for your brands and engage with them. Sort influencer’s with respect to their followers and followings. View profile details of the influencers and their updates.
- 19. 19 Intelligent Prioritization and Tagging All the messages in Simplify360 are automatically tagged based on the rules set by the supervisors. Along with tags, each messages are given a priority score. Priority score can be modified based on the requirement.
- 20. 20 Auto Case Routing and Workbaskets Supervisors can create rules to auto assign messages based on different severity levels. Supervisors can also create workbasket to define separate support teams within the support group.
- 21. 21 Responding to messages and scheduling. Marketers can respond to complaints from the system itself. Marketers can even schedule the response if the urgency is not very high. Simplify360 provides agents to respond with LONG messages on Twitter or send a SECURED messages.
- 22. 22 In built Knowledge Repository for Agents Simplify360 provides a way for Supervisors to create complete FAQs which Agents will need while responding to messages. Agents can access the FAQs while responding from the console. Supervisors can also create CANNED messages and STOP words to provide extra support for agents while responding.
- 23. 23 Case management and history Agents can take actions on cases using list of action buttons present in the message section. Agents and Supervisors can view the status of the messages through intelligent indicators. Agents can record the case details and Supervisors can download the case histories.
- 24. 24 Performance Reporting and Alerts Supervisors can view the status of all the tasks in Real-time through dashboards. Supervisors can also set email ALERTs to receive daily/hourly reports from the system. Supervisors can track performance of all the team members through intelligent dashboard and metrics.
- 25. 25 Simplify360 the difference Social Customer Service
- 26. 26 Listed amongst TOP 10 SMM tools by PR2020 and SocialMedia8. Trusted by Global partners (Tech Mahindra, Hinduja Group, Wipro, Intelliverse, Websia etc.) 100+ Clients across 11 countries. Monitoring and rendering in 54 Languages and analytics in 27 languages. Strong partnership with Economic Times and New York University NYU Stern for providing Social Media Data. Solution implemented for one of the TOP 5 Telecom companies in the world. Integration with all the major CRM and Enterprise Platforms. Why Simplify360 ?
- 27. 27 Leaders use Simplify360 Global Clients Resellers / Partners
- 28. 28 Agency & Research Enterprise Key Implementations – Client Categories Implemented a Market Intelligence Practice for ITC Foods Brand, Competition and Intelligence Reporting time decreased from months to real-time Helped ITC Foods to better the Social Media Marketing efforts The company now responds to every customer query happing from anywhere. Set-up Social Media Analytics and Research Practices The agency cut delivery cost in half Lowered reporting time from days to hours; increased client conversion rate by over 50% OEM Combination In-premise installation of Social Media Contact Centre for TOP global Telecom company. Happened first time in the World; platform running in complete security set-up within client’s firewall Effectively managed the customer queries; response time lowered by 80% Using Simplify360 as Social Media Contact Centre Successfully serving global clients through partners. Highly successful in serving Customer Service via Social Media Reduced Response time by more than 80% Reduced the cost per response by more than 80%.
- 29. 29 Key Implementations - Use Cases USE CASE - Customer Service Contact Centre SOLUTION PURPOSE BENEFITS Social Media Customer Contact Centre Address Enterprise’s increasing requirement to respond to online complaints and feedback in real-time Reduces •Customer response time to resolve new complaints •Risk of losing brand image due to online complaint escalation Increases •Customer Satisfaction In-premise Social Media Command Center Provide: •Secure response management and tracking •Seamless integration with the existing Enterprise Systems Advantages: •Complete control over the system and opportunity for future customization •Complete ownership to the data and control over conversation flow USE CASE – Marketing Research SOLUTION PURPOSE BENEFITS Social Media Analytical Report on Media Channel Provide: •In-depth analysis on the conversations happening around TV shows Insights delivered •Audience insights on what drive online conversations •Competitive analysis on what TV shows were being talked most •Audience sentiment towards the TV shows and its actors Social Media Analytical Report on FMCG Brand Provide: •Comprehensive study on all the product lines of FMCG brands •Tracks their online presence. along with their respective competition. Insights delivered •Complete landscape of the FMCG’s brand presence v/s it’s competitors •Key insights on most talked campaigns and why •Insights on how consumers respond to FMCG brands and their sentiments
- 30. 30 THANK YOU CONNECT WITH US
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