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Every brand is on social media. But do they know what to look for in it? How can you turn the conversation online into leads for your business? The answer lies here
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Why do you need social media monitoring?
Social Media
Word Of Mouth Publicity
Has Always Been An Effective Tool
ForMarketing
Where did you buy this robe
from?
On the roadside plaza off the Third
BlockI should buy one too!!!
Image courtesy dcist.com
Image Courtesy news.softpedia.com
The New Address for Word Of Mouth Publicity:
“Online”
Opinions & Recommendations
for products are available on the
internet
Image courtesy speakingforspot.com
Negative comments can
ruin your business
Positive feedback gets
you more customers
70% of the people trust
opinions and feedback posted online
Source: blog.neilson.com
Internet has turned the world into Global Village.
Conversations now happen ONLINE
LinkedIn has over 100 MILLION users and adds about 1 MILLION new users to its service every week
Twitter has more than 145 MILLION users and adds about 6 MILLION new users a month
Facebook currently has over 850 MILLION active users around the globe
YouTube has 2 BILLION views per day, and 24 hours of video is uploaded every minute
The Conversation
Bubble
Capitalize on this free flowing “social chatter”
Image Courtesy Kenburbery.com
Steps for Social Media Monitoring
LISTENDiscover all real time
consumer conversations
MEASUREMonitor, analyze
and track the conversations
ENGAGEEngage in active
dialogue with consumers
Listen
Image Courtesy Twin72.typepad.com
People are talking about you ONLINE
Some Comments
are Positive
Some Comments
are Negative
Monitor What They Are Saying
Image Courtesy teamaltman.com
ENGAGE &
Grow Audience
ENGAGE For
Grievance Redressal
Engage with your customers to convert the negative responses
into positive leads
Become Popular on Social Media
Turn your leads into profit by Social Media Monitoring
Image courtesy dreamgrow.com
Leaders use Simplify360
Global Clients
Resellers / Partners
Agency & Research Enterprise
Key Implementations – Client Categories
Implemented a Market Intelligence Practice for ITC Foods
Brand, Competition and Intelligence Reporting time decreased from months to real-time
Helped ITC Foods to better the Social Media Marketing efforts
The company now responds to every customer query happing from anywhere.
Set-up Social Media Analytics and Research Practices
The agency cut delivery cost in half
Lowered reporting time from days to hours; increased client conversion rate by over 50%
OEM Combination
In-premise installation of Social Media Contact Centre for TOP global Telecom company.
Happened first time in the World; platform running in complete security set-up within client’s firewall
Effectively managed the customer queries; response time lowered by 80%
Using Simplify360 as Social Media Contact Centre
Successfully serving global clients through partners.
Highly successful in serving Customer Service via Social Media
Reduced Response time by more than 80%
Reduced the cost per response by more than 80%.
Key Implementations - Use Cases
USE CASE - Customer Service Contact Centre
SOLUTION PURPOSE BENEFITS
Social Media Customer Contact Centre
Address Enterprise’s increasing requirement to respond to online complaints and feedback in real-time
Reduces•Customer response time to resolve new complaints•Risk of losing brand image due to online complaint escalation Increases•Customer Satisfaction
In-premise Social Media Command Center
Provide:•Secure response management and tracking•Seamless integration with the existing Enterprise Systems
Advantages:•Complete control over the system and opportunity for future customization•Complete ownership to the data and control over conversation flow
USE CASE – Marketing Research
SOLUTION PURPOSE BENEFITS
Social Media Analytical Report on Media Channel
Provide:•In-depth analysis on the conversations happening around TV shows
Insights delivered•Audience insights on what drive online conversations•Competitive analysis on what TV shows were being talked most•Audience sentiment towards the TV shows and its actors
Social Media Analytical Report on FMCG Brand
Provide:•Comprehensive study on all the product lines of FMCG brands •Tracks their online presence. along with their respective competition.
Insights delivered•Complete landscape of the FMCG’s brand presence v/s it’s competitors•Key insights on most talked campaigns and why•Insights on how consumers respond to FMCG brands and their sentiments
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