Brandwatch Masterclass: Using Brandwatch for Customer Service

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NY Masterclass 2014 - #brandwatchtips

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
#brandwatchtips © 2014 Brandwatch.com | 2

Social Listening for
Customer Service
#brandwatchtips © 2014 Brandwatch.com | 3

The Good, The Bad
& The Ugly
#brandwatchtips © 2014 Brandwatch.com | 5

The Good / Example
JetBlue Airways (@JetBlue)
Welcome Home Parade
#brandwatchtips © 2014 Brandwatch.com | 6

The Bad / Example
Time Warner Cable & Sir Patrick Stewart
#brandwatchtips © 2014 Brandwatch.com | 7

The Ugly / Example
J.P. Morgan’s Live Twitter Chat
#brandwatchtips © 2014 Brandwatch.com | 8

Using Brandwatch
for Customer
Service
#brandwatchtips © 2014 Brandwatch.com | 9

Brandwatch
Analytics
#brandwatchtips © 2014 Brandwatch.com | 11

Email contact@brandwatch.com
Web brandwatch.com
Twitter @brandwatch
Telephone
UK +44 (0)1273 234290
US +1 212 229 2240
DE +49 (0)30568 370 040
Document Limitation
The information given in this document has been checked for accuracy and completeness however
Brandwatch
shall not be liable for any errors or omissions.
Brandwatch is a trading name of Runtime Collective Limited. Registered in England & Wales: 3898053
4th Floor, International House, Queens Road, Brighton, BN1 3XE, United Kingdom

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1. Customer service Kelly Autenrieth /Technical Trainer

2. Contents • Online Landscape of Customer Service • The Good, The Bad & The Ugly • Brandwatch: How to be Ridiculously Good at Customer Service • Questions & Answers #brandwatchtips © 2014 Brandwatch.com | 2

3. Social Listening for Customer Service #brandwatchtips © 2014 Brandwatch.com | 3

4. 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 #brandwatchtips © 2014 Brandwatch.com | 4

5. The Good, The Bad & The Ugly #brandwatchtips © 2014 Brandwatch.com | 5

6. The Good / Example JetBlue Airways (@JetBlue) Welcome Home Parade #brandwatchtips © 2014 Brandwatch.com | 6

7. The Bad / Example Time Warner Cable & Sir Patrick Stewart #brandwatchtips © 2014 Brandwatch.com | 7

8. The Ugly / Example J.P. Morgan’s Live Twitter Chat #brandwatchtips © 2014 Brandwatch.com | 8

9. Using Brandwatch for Customer Service #brandwatchtips © 2014 Brandwatch.com | 9

10. Customer Service / Brandwatch • Continuous monitoring • Seamless workflow • Categorizing & Prioritizing conversations • Consistent brand voice & values • Ability to respond quickly & genuinely • Engagement Queries & Channels Manual Markup/Bulk Actions Author Lists Workflow: Assignments & Priority Categories, Tags & Rules Alerts In-App Engagement & Partnerships #brandwatchtips © 2014 Brandwatch.com | 10

11. Brandwatch Analytics #brandwatchtips © 2014 Brandwatch.com | 11

12. Email contact@brandwatch.com Web brandwatch.com Twitter @brandwatch Telephone UK +44 (0)1273 234290 US +1 212 229 2240 DE +49 (0)30568 370 040 Document Limitation The information given in this document has been checked for accuracy and completeness however Brandwatch shall not be liable for any errors or omissions. Brandwatch is a trading name of Runtime Collective Limited. Registered in England & Wales: 3898053 4th Floor, International House, Queens Road, Brighton, BN1 3XE, United Kingdom

Hinweis der Redaktion

-63% of social media users list consumer ratings as their preferred source of information about products & services 58% of social media users say they write product reviews to protect others from bad experiences, and nearly 1 in 4 say they share their negative experiences to “punish companies” – Nielsen 90% of comments and inquiries about your brand occur on Twitter 42% of 18-34 year olds acknowledged that they expect customer support within 12 hours of a complaint
http://blog.hubspot.com/marketing/jetblue-customer-service-twitter
http://www.dailymail.co.uk/news/article-2205680/Patrick-Stewarts-battle-Time-Warner-Cable-saps-live.html
http://www.informationweek.com/software/social/10-worst-social-media-meltdowns-of-2013/d/d-id/1112936?image_number=7