Many organizations are saving significant sums of money as a result of aligning their customer service strategies with digital and social channels. Conversocial’s highly trusted social customer service solutions combined with Brandwatch social data puts the perfect right at brands’ fingertips to better understand their customers, and help them with issues and questions. Join Venu Konda, VP of Partnerships & Channels at Brandwatch and Chris Venus, Global Director of Professional Services at Conversocial for this free webinar where they will discuss the importance of proactive social customer care, the value of a consistent brand voice, and how to integrate social customer service across your enterprise.

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Webinar/
Brandwatch & Conversocial: How to turn your social insights into proactive
customer service
VP, Channels & Partnerships,
Brandwatch
venu@brandwatch.com | @brandwatch
Venu Konda
Global Director of Professional Services
Conversocial| @conversocial
Chris Venus

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Don’t be shy/
We’d love your participation
• Ask questions in the
session chat
• Tweet about our
discussion
@brandwatch
@conversocial
#brandwatchtips
A download and recording of the webinar
will be made available after the event

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Coming Up
• The Social Business
• Social data & proactive customer service
• Coming soon: Brandwatch & Conversocial integration
• Q&A

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Brandwatch/ About Us
Since 2007 we’ve been providing solutions for the world’s biggest
brands and organizations looking to turn social
data into insights, actions and valuable results.
• 1200+ clients, including 1/3 of the Fortune 100
• Offices in 4 countries across the world.
• 97% customer satisfaction
• Top quality data from over 80 million websites, forums,
blogs and social networks
• Social Listening in 44 languages

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The Social
Business

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The Social Business

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Social data powers consumer insights

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Social data & the path to purchase

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Proactive Customer
Care

11. Regardless of channel, customers are inherently social
and mobile.
70% of all users will engage –in the moment– through a mobile device.
Source: Ovum 2015/SocialBakers

12. The unique benefits (and challenges) of social and mobile
Real people, real conversations: Raw, emotional driven conversations require
the appropriate tone
Convenience: First contact resolution in the channel and device of the
customer’s choice
In-the-moment: Not only must the resolution be correct, but also addressed in-
the-moment
Multi-tasking: The multi-tasking customer can choose when they interact with a
brand. The contact center is no longer in the center.

13. Few integrations,
many data silos
Private resolution
12% volume, overtaking some channels1
Small, test
deployments
2-3% Social volume in contact center
Fully resourced business initiatives
Consumers
expect response
Expectation of full resolution in channel
Public complaints
Integrated single view of customer across
organization
2015 was the year social grew up

14. Volume
Service Complexity
Automation
Cost
Engagement Channels
Big Data
Customer Expectations
Customer Satisfaction
Agent Personality
Customer Experience
Tone of Voice
Empathy
Surprise & Delight
Patience
Scale
Humanity
The gap is widening between
Scale and Humanity
To succeed in this social revolution, businesses must navigate necessary complexities
without losing authenticity

15. How do you use social data into proactive social
customer service?

16. How has proactive customer service matured?
Prior to the advent of social media, companies used proactive customer
service in the form of FAQs, forums, informative videos and more.
According to Enkata, preemptive customer service increased retention rates
between 3-5%.
Furthermore, Incontact reports that 87% of customers don’t mind being
contacted by customer service personnel prior to any issues ever coming into
fruition
Social media took the practice to the next level as it enabled companies to see
patterns in their customer’s queries, while also allowing them to get a sense for
who their customers are and what exactly they want.

17. How does it work?
Customers love brands that actively work to suit their needs. With 73% of
customers reporting positive brand perception resulting from being contacted
by customer service representatives. Taking it a step further, there is no
platform as well suited to help you reach your customers as conveniently as
social media.
Some queries are complex, but ignoring them until you can find a solution is
detrimental to your customer service success. Since 42% of customers expect
a response within an hour, it’s critical that you inform them that you are at the
very least looking into the issue at hand and doing everything in your power to
solve it.

18. How can I make this work for my brand?

19. By applying #SocialFirst principles of resolution across the digital contact center, the whole enterprise can better serve the
increasingly social, mobile customer.
The Channel API integrates content from other Brandwatch into the Conversocial platform via connectors, and enables
agents to resolve in-channel.*
Brandwatch + Conversocial
#socialfirst

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Q & A

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