Brandwatch Masterclass: Using Brandwatch for Customer Service

Customer service

Kelly Autenrieth /Technical Trainer

Contents

• Online Landscape of Customer Service

• The Good, The Bad & The Ugly

• Brandwatch: How to be Ridiculously Good at Customer Service

• Questions & Answers

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Social Listening for Customer Service

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Customer Service / Online Landscape

What’s it made up of?

• Appreciation, Criticism & Questions

• Consistent brand voice & values

• Strategy for the good & the bad

• Continuous monitoring & seamless workflow

• Prioritizing conversations

• Ability to respond quickly and genuinely

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The Good, The Bad

& The Ugly

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The Good / Example

JetBlue Airways (@JetBlue)

Welcome Home Parade

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The Bad / Example

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Time Warner Cable & Sir Patrick Stewart

The Ugly / Example

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J.P. Morgan’s Live Twitter Chat

Using Brandwatch for Customer

Service

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Customer Service / Brandwatch

• Continuous monitoring

• Seamless workflow

• Categorizing & Prioritizing conversations

• Consistent brand voice & values

• Ability to respond quickly & genuinely

• Engagement

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Queries & Channels

Manual Markup/Bulk Actions

Author Lists

Workflow: Assignments & Priority

Categories, Tags & Rules

Alerts

In-App Engagement & Partnerships

Brandwatch Analytics

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Document LimitationThe information given in this document has been checked for accuracy and completeness however Brandwatch shall not be liable for any errors or omissions.

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