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How to Create and Manager Customer Communities. A talk by Eric Dos Santos and Francois-Charles Fachon at Social CRM 2013 in Brussels, hosted by Our Social Times
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www.dimelo.com 1 Copyright DIMELO SA
www.dimelo.com 2 Copyright DIMELO SA
Foreword
www.dimelo.com 3 Copyright DIMELO SA
Dimelo enables companies to deploy, manage and monitor customer relaDons across the Web and social media.
forums blogs
Facebook, Twi-er, blogs and forums, smartphones and tablets are the consumers new mee#ng places and they created new communica;on standards .
www.dimelo.com 4 Copyright DIMELO SA
! Community Marke4ng (Marke4ng Unit) : • Forum setup allowing the Community to help one another on subjects not requiring an access to the company’s IS (CRM…)
! Social Customer Rela4on / Social CRM (Customer Rela4on Unit & Marke4ng Unit) :
• Social networks are integrated to the Customer RelaDon process (Facebook, TwiPer, Youtube, Forum, Blog…)
• Public and private Customer RelaDon, Experts’ answers, Community markeDng • Integrated withing the company’s IS (CRM, Database…)
! Social Marke4ng (Marke4ng Unit) : • E-‐reputaDon • Company publishes messages on the Social networks • The comments on the company’s publicaDon can be answered
Some Social defini4ons
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Going Social, for which products and services ?
Pre Sales AXer Sales Products or services that are : ! technical, complex ! engaging ! expensive Telecom, banking, specialised retail, transport, energy, insurance
Products or services needing : ! a setup ! a follow up ! a configuraDon Telecom, banking, specialised retail, transport
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IntroducDon to the Dimelo SoXware Suite
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! Created in July 2006 ! SaaS SoXware Suite distributor ! Over 100 blue-‐chip customers in Europe (Canal+, Orange, Bouygues
Telecom, Belgacom, Méditel, BNP Paribas, Barclays, Crédit Agricole, Peugeot, Auchan, SNCF, Total, …)
! 2013: 42 collaborators | R&D accounts for 30% of the staff ! Dimelo Consul4ng helps its customers manage their communiDes and opDmize their Social CRM operaDons
Customer Service Management
on the Web & Social Media
European Leader
Telecom Telecom
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Pre-‐sales A@er-‐sales
Shopping cart conversion/ Lead generaDon Reduce Customer Service Costs
Improve Customer SaDsfacDon
Establish the brand influence on Social Media Hubs
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Dimelo Software Suite architecture
Web
DIMELO Front Of!ce Social Media Majors
Dedicated Interface
Forums
Blogs
Social Media Hot spots
Information System
CRM Customer Service
DIMELO in the Business Environment
Connectors - API
Users & Interactions database Social Media Contact Center
Connectors - API
ICE
Telecom
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Presentation of Dimelo CCP modules Customer Community Platform
Web
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Presentation of CCP Web module
Site corporate Site Ecommerce Site catalogue
Web Web The Customer Community Plahorm Web module allows the company to deal in a flexible manner with all the interacDons (public and private) coming from the users.
This front office is integrated within the company website following the different use case :
! FAQ ! Experts’ answers ! Co-‐development
www.dimelo.com 12 Copyright DIMELO SA
Presentation of CCP Facebook module
Onglet Facebook
Web The Customer Community Plahorm Facebook module allows the company to deal in a flexible manner with all the interacDons (public and private) coming from the users.
This front office is integrated within the Company Facebook Fanpage following the different use case :
! FAQ ! Experts’ answers ! Co-‐development
www.dimelo.com 13 Copyright DIMELO SA
Presentation of CCP Mobile module
ApplicaDon Mobile
Web The Customer Community Plahorm Mobile module allows the company to deal in a flexible manner with all the interacDons (public and private) coming from the users.
This front office is integrated within the company Mobile website or the Mobile app following the different use case :
! FAQ ! Experts’ answers ! Co-‐development
www.dimelo.com 14 Copyright DIMELO SA
Presentation of Dimelo SMCC module
DIMELO SMCC SOCIAL MEDIA
CONTACT CENTER
An interacDon management applicaDon capable of handling interacDons across mulDple channels. SMCC is built from the ground up for enterprise use and is fully configurable.
www.dimelo.com 15 Copyright DIMELO SA
Dimelo ConsulDng
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Dimelo Consulting – Social CRM Expertise
Change Management and Training Assist and train teams in mulD-‐channel and reacDve customer service
Content & Community Management Content producDon and community management strategy
Quality Audi4ng Customer saDsfacDon and Quality of Service measurement
Crisis Management Create social media mechanisms (proacDve and reacDve)
Social CRM Planning Define business objecDves and KPIs, implement analyDcs
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Traffic & ROI
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Social traffic distribu4on (on average)
Telecom Transport
Retail
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Performance of the Dimelo pla[orm : Pre Sale
Nombre de V.U. issu de Google
Trafic qualifié
Nombre de V.U. escaladant vers une étape
Nombre et valorisaDon de paniers et nouveaux clients
Number of Unique Visitor coming from Google
Qualified traffic
Number of Unique Visitor lead to a commercial step Commercial traffic
Number and value creaDon of baskets and new customers
X %
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Dimelo !
Performance of the Dimelo pla[orm : Pre Sale
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Performance of the Dimelo pla[orm : A]er Sale, Contact Avoidance Rate
Number of viewed pages on the website Social Customer Service
Number of viewed pages with quesDons having an answer
Answers cerDfied by the brand
Answers meeDng the user’s expectaDons
Y %
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Commercial References
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Dimelo’s main customers’ references
Telecom
! Orange ! Méditel ! Bouygues Telecom ! B&YOU ! Belgacom ! Virgin Mobile ! NRJ Mobile
! BNP Paribas ! Crédit Agricole ! LCL ! La Banque Postale ! Barclays ! Fortuneo ! Malakoff Médéric ! Cofidis ! AG2R La Mondiale ! Groupama
Bank & Insurance
! Auchan ! Boulanger ! Manutan ! Bruneau ! Redcats
E-‐commerce ! Canal+ ! SNCF ! Hop! ! La Poste ! Total ! Peugeot ! Renault
Other References
! Capgemini ! Prosodie ! OBS ! Business & Decision
Integrators
! Bluelink ! Arvato ! Webhelp ! Teleperformance ! CCA ! AcDcall ! NeDno
Service Providers
www.dimelo.com 24 Copyright DIMELO SA
ORANGE France
hPp://www.facebook.com/Orange.France?sk=app_199092476780651
Customer Service
Available on Facebook, Twi-er, forums, Orange SOSH module
www.dimelo.com 25 Copyright DIMELO SA
B&YOU de Bouygues Telecom
hPps://www.b-‐and-‐you.fr/ hPps://assistance.b-‐and-‐you.fr/ hPp://www.facebook.com/BAndYou?sk=app_153619611378450
Marke4ng Customer Service
Available on the Web , Facebook and Twi-er
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NRJ MOBILE
hPp://assistance.nrjmobile.fr/categories/1064-‐urgences-‐depannages hPp://www.facebook.com/NRJMobile/app_178219992310841
Marke4ng Customer Service
Available on the Web , Facebook and Twi-er
www.dimelo.com 27 Copyright DIMELO SA
SNCF
hPp://debats.sncf.com/ hPp://www.sncfapplilab.com/ hPp://quesDons.sncf.com/
Marke4ng Customer Service Crisis Management
Available on the Web
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MIEUX VIVRE de Auchan
hPp://mieux-‐vivre.auchan.fr/ hPp://www.facebook.com/MieuxVivre.Auchan
Marke4ng Customer Service
Available on the Web and Facebook
www.dimelo.com 29 Copyright DIMELO SA
PEUGEOT
hPp://le-‐forum-‐208.peugeot.com/ hPp://www.facebook.com/Peugeot?sk=app_225847107470282
Marke4ng
Available on the Web and Facebook
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Canal+ Europe’s # 1 subscrip4on TV service
Solu4on: Social customer rela4onship
Dimelo provides: > Web based Customer Community base on Dimelo’s CCP > Facebook connector > Twi-er connector
CANAL+
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BARCLAYS
hPp://www.cerclebarclayspremier.fr/pages/presentaDon/
Marke4ng
Available on the Web
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Dimelo S.A. 32, rue de Trévise -‐ 75009 Paris +33 1 77 37 27 57
www.dimelo.com [email protected]