This deck is about how Simplify360 can help brands in social media crisis management. Why Social Media Crisis Management is Important? Brands often fail to respond to their customers on time, whenever a social media crisis happens. This leads to switching and it tarnishes the brand image further. According to a report published by searchenginewatch.com, customers expect a brand to respond within an hour, from the time when they post a complaint/review. Hence, it becomes all the more important for brands to be on their toes every time to prevent a petty issue from converting into a social media crisis.

1. How Simplify360
Can help you in
Social Media Crisis?

2. Objective
To showcase the strength of
Simplify360 as the one stop access
point for addressing your social
media crisis management needs.

3. Target Audience
This deck is especially meant for brand managers
and community managers – This will solve their
daily monitoring needs to track the mentions of
their brand on any social media platform or
reviews websites.

4. Why crisis management is so important?
Customers now expect their brands to respond within an hour from the time
when they post their complaint/feedback. A brand which is successful in
maintaining the response time have higher chances of being recommended.
So, it becomes all the more important for brands to respond when crisis occurs.
Image Courtesy: searchenginewatch.com

5. So let’s see how Simplify360
can help you in fine tuning
your response time stats!!

6. How can Simplify360 help in crisis management
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You can monitor all the conversation happening
on social web or review sites (mouthshut.com,
consumercomplaints.com) related to your brand.
You can create an email alert so that as the
conversations happen they are automatically sent
to your inbox.
You can assign this complaint to your member
and mark its priority.
You response team can use pre-defined template
to response or create a new response for the
customer.
The messages can be approved or rejected by a
manager.
You response team can recorded the interaction
with the customer in form of customization
case-form and use them later for intelligence.
Monitor
& be present.
Set-up a guidelines for
handling online
communication.
Assign and moderate the online
responses.

7. Use case of Simplify360 for crisis management
Crisis
Monitoring
Workflow
Response
System
Monitor keywords across
the social media web.
Create task and assign
to team members.
Integrate your social
channels for
responding.
Monitoring your own
channels for negative
trends.
Monitor the task
status and measure
the performance.
Template and
Approval system for
responses.

8. Simplify360 Workflow
 You can add more than 2/3
users to the system and share
the profile dashboards and
channel access.
 You can assign any messages
to particular users and leave a
note on it based on priority.
 Every task created is assigned
an unique ticket number for
tracking and is available under
task manage.
 Each response from team
members can be put under
approval system.

9. Key Features Of Social Media Monitoring
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Monitor keywords across social web
(Twitter, Facebook, Google Plus,
LinkedIn Groups, Discussion Forums,
Review Sites, YouTube, Flickr, Complaint
Sites etc) and Custom sites which could
be Public or Private (which you own).
Monitor Facebook Pages, Twitter
handles, Google Plus page, LinkedIn
Groups and YouTube Exclusively.
Setup advanced query combinations of
unlimited keywords and business rules
to automate keyword tagging process.

10. Event triggered alert system
 Create events to trigger email
alerts for crisis.
 Choose from the range of filters
to define better alerts.
 Choose the alert frequency and
conditions.

11. Receive well formatted emails delivered to your inbox

12. PRESENTATION PREPARED BY
http://www.linkedin.com/in/iprashantjain

13. ABOUT SIMPLIFY360
SIMPLIFY360 IS THE WORLD’S FIRST INTEGRATED
ENTERPRISE SOCIAL MEDIA PLATFORM.
OFFERINGS INCLUDE:
•SOCIAL MARKETING SUITE FOR AGENCIES
•SOCIAL CONTACT CENTRE FOR BPOS
•SOCIAL COMMAND CENTRE FOR ENTERPRISES.
www.simplify360.com

14. Leaders use Simplify360
Clients
Partners
World
wide
Brazil and LatAM
Malaysia
Qatar
USA
India
Singapore & India
Saudi Arabia
Worldwide
Korea

15. THANK YOU
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