How Social Media can be implemented in Customer Support

Customer Support Center using Simplify360

Simplify360 as A Customer Support System

Objective §  To address social media as a customer support channel. §  To understand how Simplify360 can benefit customer support team to resolve

online customer issues. §  Details on the Implementation of the system. §  Success stories of Simplify360 in large customer support environment.

65 % of customers think Social Media is better than call centers

Latest Consumer trends: §  More than 1 Billions active Facebook users. §  150 Million + users on LinkedIn §  140 Million + users on Twitter

§  Today, the news is first heard on Facebook and Twitter.

§  People reach out to social media to voice their opinion about brands in Real-Time.

§  Poor customer handling on Social Media can go viral in an instant, damaging the brand reputation.

Real life example on poor customer service handling.

Emerging local brand Cool Chef Café’s poor customer handling on Social Media resulted in them taking a massive hit to their BRAND IMAGE.

75 Total General Mentions

64  Unique  People  talking  

415 Total Negative Mentions

291  Unique  People  talking  

Before the event. After the event.

How can Simplify360 help Customer Support Team take control of social media?

Benefits of using Simplify360

Minimize your average response time

The system tracks complaints over the web and brings them to your customer service agents with minimum delay, allowing the team to respond at nick of time.

Maximize outbound responses

With multiple customer service agent access level and pre-defined response set-up, you can increase the number of outbound responses and attend every complaints.

Anticipate Customer Need

With the intelligent complaints trend graphs, filters and alerts; customer service manager can effectively identify the impending disaster and resolve it.

Manage response auditing with ease

Response tracking system of Simplify360 allows agents to make a note on every issues for seem less future auditing and reporting.

Improve customer satisfaction and experience

Track your customer’s response and keep the engagement level high, thereby increasing the satisfaction level.

Key Features of Simplify360 For Customer Support

Track conversations from all over the web: Twitter, Facebook, Blogs, Discussion Forums and more.

•  One stop monitoring dashboard for all the complaints with key metrics

•  Setup an Email Alerts to track any sudden change in the volume of conversation

•  Cloud-based hosted solution and easy enterprise system integration

•  Effective response and complaints reporting structure

1. Monitoring Online Conversations  

Key Features of Simplify360 For Customer Support

Data analytics to understand the conversation and convert them into context.

•  Sentiment and Demographic details •  Advance conversation tagging to route

messages to correct service agents

2. Social Media Analytics  

Key Features of Simplify360 For Customer Support

Effective response system to execute your customer service

•  Pre-defined support message which allows you respond repetitive responses

•  Effective complaints routing mechanism and feedback system

3. Customer Engagement Console  

Key Features of Simplify360 For Customer Support

Professional Social Media execution capability •  Skilled social media to support online

engagement •  Timely support and training sessions

4. Strong support and training program  

System Overview

Social  Media  Conversa0ons  

Messages  

Queries  

Sugges0ons  

Complaints  

Simplify360  Buzz  Filter  

Simplify360    Dashboard  

Core  Customer  Support  Team  

Customer  Support  Response  Team  

Complaints  Tagging  and  Assignment  to  the  

Response  Team  

Response  Crea0on  and  sent  for  Approval  

Review  and  Approval  

Issue  Closer  and  Repor0ng  

Response    Audi0ng  

Customer Success Stories

Simplify360 has partnered and worked closely with some of the customer support team from large organization to solve

these challenges.

Two of the main industries which Simplify360 has worked with are Airline Industry and Telecom Industry.

Customer Success Stories 1. Key Problems

•  Taking long hours to track complaints and respond to them timely

•  Cost per responding to each complaints was close to $40

•  Lack of coordination between the team to follow up the issues

•  Tracking the issues and creating reports was getting difficult

Customer Success Stories 2. Achievement

•  The response time decreased by 80%

•  Cost per response drastically decreased by 87.5%

•  Seamless coordination between teams

•  Issue tracking with ease

Before and After using Simplify360 Currently, the client is closing on average 500 issues per week with 20 customer support team member logging in Simplify360 on daily basis.

Simplify360 Contact  Us  at    US  (512  539  0360),    India  (+91  804  097  1130)  Email: [email protected] For more information Web: www.simplify360.com