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Simplify360 for Online Reputation Management

Introduction Presentation

2014

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Objective

Industry Challenges Simplify360 is addressing

How Simplify360 delivers the solution

Simplify360 Feature Details

The Simplify360 difference

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Industry Challenges Simplify360 is addressing

Online Reputation Management

4 Source: despreneur.com

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How the reputation of your brand is

driving your customer’s decision?

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Two-thirds of the touch points during the active-evaluation phase

involve consumer-driven activities such as Internet reviews and

word-of-mouth recommendations from friends and family.

Image Source: mckinsey.com

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Technology Challenges for the industry

Massive amount of user data being generated every seconds.

Every now and then new social networking sites are launched.

Data security and privacy concerns are ever rising making most social networking sites

closed.

Companies not aware of technologies which can track brand reputation.

Challenges

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Framework to follow to manage your Online Reputation.

Monitor

Initiation, Definition and Planning of the campaign.

Identify Risks

Continuous Monitoring

ORM consulting Report

Analyze

Resource Allocation

Analysis of Reputation

Online Reputation Optimization

ORM Performance Measurement

Monthly ORM Report

Influence

Feedback of Campaign

Issue Resolution

Optimization

Loyalty Program

Continuous Improvement

Service Level Agreement

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How Simplify360 delivers solution

Social Customer Service

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Simplify360 is technologically equipped to

solve this challenge.

Listening

• Simplify360 can track conver-sations across all the popular social networking sites, along with over 500 million blogs, news and discussion forum.

Intelligent Prioritization

• Simplify360’sintelligence routing and prioritization technology can automatically identify the threat and assign to the concern team.

Case Management

• Simplify360 consists of user-tested workflows and case handling capability which will allow agents and super-visors to effic-iently handle new cases.

Performance Reporting

• Simplify360 is equipped with an analytics capability to deliver real-time performance reports and customer insights.

Integration

• In addition, Simplify360 has open API framework which makes it easy to integrate with other software.

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Simplify360 has a successful

support and training program.

Pre-defined training programs with dedicated

training personal.

Designed Testing module for agents and

supervisors to score the capability.

Training materials and worksheets for internal

consumption.

Accessible Self Help and support system.

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How Simplify360 implements the ORM? (1/2)

Listening Identifying

Threat Prioritization Routing

Before Agents receive a new case.

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How Simplify360 implements the ORM? (2/2)

After Agents receive a new case.

Case Handling Tracking performance

Responding

Rerouting Recording

Case Details.

Customer Details

FAQs

Case History

Response Time and

Team activities.

Case Information

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Threat Identification/Resolution using Simplify360

Customer ORM Team Supervisor

Customer facing an

issue.

Calls Support for help

Disappointed by the service.

The issue is escalated to

Social Media by the Customer.

The customer grievance reached

to mass.

The experience with the Call Center is most often tedious due to delay in getting in touch with the

ORM Team. Hence calls are likely to be abandoned leaving customer frustrated.

Most often the customers are not aware of official channels. Hence tracking for

the web is utmost important.

ORM team monitoring the cases.

The message is detected by Simplify360’s

Monitoring System can pushed to the system.

The message is automatically prioritized and routed to the concerned ORM Team

within seconds.

Intelligent Prioritization and Routing Algorithm.

Customer’s historical interaction and data

recorded previously in Simplify360.

Simplify360’s knowledge repository for supporting

ORM Team close the case efficiently.

ORM Team can immediately reach out to the customer and close the case using customer

history and help system.

Supervisor can monitor the response time of the ORM

Team and accordingly score his/her performance.

Simplify360 real-time reporting dashboards.

Delighted Customer

Brand Appreciation

Beginning

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Simplify360 Feature Details

For ORM Team

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Listen to all the brand conversations

in Real-Time

Track relevant

conversation from

across the web using

keyword queries and

filters.

View all the messages in

real-time stream to the

system.

Filter messages using

social media filters.

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Get detailed brand ORM Report.

View the trend in the buzz and

segment the conversations into

different units.

View the most active platforms

and best time to engage.

Use social media filters to slice

and dice the data.

Discover the key trending topics

and keywords.

Export reports and share with

other team members.

Compare and benchmark

against your competition.

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Discover Influencers (Promoters/Detractors)

Identify all the influencers on Twitter and Facebook for your brands and engage

with them.

Sort influencer’s with respect to their followers and followings.

View profile details of the influencers and their updates.

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Intelligent Prioritization and Tagging

All the messages in

Simplify360 are

automatically tagged

based on the rules set by

the supervisors.

Along with tags, each

messages are given a

priority score.

Priority score can be

modified based on the

requirement.

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Auto Case Routing and Workbaskets

Supervisors can

create rules to auto

assign messages

based on different

severity levels.

Supervisors can also

create workbasket to

define separate

support teams within

the support group.

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Responding to messages and scheduling.

Marketers can respond to

complaints from the system

itself.

Marketers can even

schedule the response if the

urgency is not very high.

Simplify360 provides agents

to respond with LONG

messages on Twitter or

send a SECURED

messages.

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In built Knowledge Repository for Agents

Simplify360 provides a way for

Supervisors to create complete

FAQs which Agents will need

while responding to messages.

Agents can access the FAQs

while responding from the

console.

Supervisors can also create

CANNED messages and STOP

words to provide extra support for

agents while responding.

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Case management and history

Agents can take actions on

cases using list of action buttons

present in the message section.

Agents and Supervisors can

view the status of the messages

through intelligent indicators.

Agents can record the case

details and Supervisors can

download the case histories.

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Performance Reporting and Alerts

Supervisors can view the

status of all the tasks in

Real-time through

dashboards.

Supervisors can also set

email ALERTs to receive

daily/hourly reports from the

system.

Supervisors can track

performance of all the team

members through intelligent

dashboard and metrics.

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Simplify360 the difference

Social Customer Service

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Listed amongst TOP 10 SMM tools by PR2020 and SocialMedia8.

Trusted by Global partners (Tech Mahindra, Hinduja Group, Wipro, Intelliverse,

Websia etc.)

100+ Clients across 11 countries.

Monitoring and rendering in 54 Languages and analytics in 27 languages.

Strong partnership with Economic Times and New York University NYU Stern

for providing Social Media Data.

Solution implemented for one of the TOP 5 Telecom companies in the world.

Integration with all the major CRM and Enterprise Platforms.

Why Simplify360 ?

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Leaders use Simplify360

Global Clients

Resellers / Partners

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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%.

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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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THANK YOU CONNECT WITH US

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