KPN: Customer Experience by using social channels

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  • Hello, I am Annemarie

    @annemarieluijk

    ..

  • Our origin

  • Jamesfeed integratie in Salesforce D.m.v. een integratie met de Jamesfeed zien klantspecialisten direct in

    Salesforce wanneer een er storing gaande is in het postcode gebied van de klant, dit door een duidelijke melding in de case

  • Content!

    Background!Facts & Figures!KPIs!

    Service Cloud!Marketing Cloud!

    2016 and onwards!

  • Content!

    Background!Facts & Figures!KPIs!

    Service Cloud!Marketing Cloud!

    2016 and onwards!

  • 7

    Internet

    Service Cloud Route

    Conversations

    Setup Queues

    Prioritize

    Reply to SM via SFDC

    Radian6

    Listening

    Monitoring

    Social Command Center

    Social Hub

    Data Source Filters

    Business Rules

    Classifiers

    Radian6 is used for global monitoring and listening. The tool is also used for business intelligence purposes.

    The Social Hub is a business rule applica6on which forms an invisible bridge between Radian6 and the Salesforce Service Cloud. It enables KPN to automate several business processes.

    Service Cloud is used for case handling by the Social Care Agents and Specialists. It allows efficient and effec6ve case handling.

    Within the Service Cloud the Social Care agents use Cha6er. This enables efficient and effec6ve collabora6on between service departments.

    Create Dashboards

    Collaborate

    Dispatching

    Background

  • Content!

    Background!Facts & Figures!KPIs!

    Service Cloud!Marketing Cloud!

    2016 and onwards!

  • Facts & Figures !!24/7!!120 agents!!2.500 posts per day!!100% average growth every year!!!

  • Content!

    Background!Facts & Figures!KPIs!

    Service Cloud!Marketing Cloud!

    2016 and onwards!

  • KPIs!

  • Content!

    Background!Facts & Figures!KPIs!

    Service Cloud!Marketing Cloud!

    2016 and onwards!

  • Service Cloud

  • Labelling &

    Dashboards

  • Pro-active Service Content

  • K.PN Custom URL

    shortener

  • Content!

    Background!Facts & Figures!KPIs!

    Service Cloud!Marketing Cloud!

    2016 and onwards!

  • Analytics

  • Transparency is your key to

    success

  • Social Narrowcasting Direct customer feedback to

    raise awareness Department specific content Continuous innovation to

    always be one step ahead

    Rollout continues throughout 2016, including mobile Narrowcasting.

  • Location driven signaling Pins are dropped based on

    webcare data

    Built-in threshold shows percentage change per region

    Region specific posts, including actual content, are directly shown

  • A direct link between the customer and our Service Quality Center

  • SQC Cases

  • The problem we encountered Unexpected events can

    disrupt infrastructure

    Legacy systems do not detect external causes such as power outages

    These external causes have a high impact on customer satisfaction

  • Texel

  • Shift to Chat

    Data driven

    Customer Journey

    NEXT STEPS

  • Thanks for listening!

    Any further questions or comments?

    Find us on Twitter or Facebook!

    @annemarieluijk @kpnwebcare

    facebook.com/kpn