OmniSocial Engaged for Social Customer Support

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OmniSocial Engagedfor Social Customer

SupportPowered by Mzinga


OMNISOCIAL ENGAGEDThe premier enterprise social engagement platform to power

fully-integrated, branded discussions. Empower your fans, consumers, and customers to have real,

value-added conversations on your domain.


When customers are having a problem with your product or service, they prefer to go online or to your mobile app to find the answers they need rather than pick up the phone or send an email.

OMNISOCIAL ENGAGED FOR SOCIAL CUSTOMER SUPPORT


With a Social Customer Support solution powered by OmniSocial Engaged, your business can create a crowdsourced, knowledge-sharing, customer experience.



The valuable content that customers contribute in the support community becomes a searchable knowledge base so users can quickly find the answers they are looking for without ever having to contact your support resources.



“Community Peer-to-Peer Support will replace 40% of existing phone support at the

top 1000 companies by 2016.”- Gartner

BENEFITS OF SOCIAL CUSTOMER SUPPORT


REDUCE SUPPORT COSTS CUSTOMER SATISFACTION

INCREASED REVENUE

PRIVATE OR PUBLIC INSIGHTS

INNOVATION




REDUCE SUPPORT COSTSReduce calls, emails, and tickets to your customer support center when your customers can ask and

find the answers they need in the support community.


REDUCE SUPPORT COSTSReduce calls, emails, and tickets to your customer support center when your customers can ask and

find the answers they need in the support community.



REDUCE SUPPORT COSTS$6 - $75 to resolve each customer issue via phone.

But as little as $.10 to help customerswithin community.

- Accenture Research




CUSTOMER SATISFACTION AND LOYALTYBuild loyal customers by offering a superior,

innovative customer experience where users can easily find answers to their questions. Provide a concierge level of service by choosing to have

experts on hand to answer any user questions.



CUSTOMER SATISFACTION AND LOYALTYThe average number of people a social customer will

tell about a good customer experience: 42 vs. bad customer experience: 53

- American Express® Global Customer Service Barometer



INCREASE REVENUESStudies confirm that customers that actively

participate in your community can yield approximately 19% in incremental revenue.


INCREASE REVENUESWhen companies engage and respond to customer service requests over social media, those customers

end up spending 20% to 40% more with the company.

- Bain & Company




INSIGHTS AND ANALYTICSMake better decisions based on feedback from your

loyal consumers and robust social analytics data.



INNOVATIONInnovate based on suggestions from your customers

that know your products and services better than anyone, your customers.



BRAND ADVOCACYConvert the casual customer into a loyal, brand advocate with engaging content, conversations,

rewards, and recognition.


BRAND ADVOCACYBrand advocates drive 33% more sales and 18%

more traffic than regular customers. - Zuberance



SEO: SEARCH ENGINE OPTIMIZATIONUser generated content and discussions yield

tremendous SEO value that will help your site and content become more discoverable to not only your customers but potential customers and consumers

as well.



SEO: SEARCH ENGINE OPTIMIZATION74% of consumers rely on social networks to guide

purchase decisions (SproutSocial)


http://sproutsocial.com/insights/2011/11/social-networks-influence-buying-decisions/

http://sproutsocial.com/insights/2011/11/social-networks-influence-buying-decisions/



PRIVATE OR PUBLICSupport communities can be made private to just your customers or open for guests and potential customers to view, increasing in SEO value, site

traffic, and brand awareness.


CONTROLUnlike social networks such as Facebook and Twitter,

you own the data and have complete control over the content.



SOCIAL HUB


Leverage content from your social channels on a consolidated, branded page on your domain.

Ties into Strategies for Social Listening, Monitoring, Curation, & Response.


What is the BUSINESS OBJECTIVE for IMPLEMENTING a CUSTOMER SUPPORT COMMUNITY at your company?

“We wanted a Customer community that allowed us to to listen to our member’s voices and engage directly with them.”

Jackie FerrieroDirector of Social Media Interval Interational



“We needed a platform that would allow us to go to market quickly with a tight integration into our product and our brand. OmniSocial Engaged gave us all that and more.”

David KershawVP of Cloud Services Altova MetaTeam



“We wanted to provide a dedicated place on our website and apps where our fans and subscribers can find answers and report issues with our media services, as opposed to calling support or opening a ticket.”

Dan Van BehrenVP of Project Management Major League Baseball Advanced Media


What IMPACT has it had on overall CUSTOMER SUPPORT?

“Within the community, there is significant peer-to-peer support, with power users answering questions from newbies about the ins-and-outs of timeshare ownership.”Jackie Ferriero

Director of Social Media Interval Interational



“As a business, we are shifting the way we provide support, moving from a transactional, pay for support model to a more self-service, open form of support. Our customer community enabled us to do that more quickly than expected.”




“We hear about issues in our Customer Community before any other support channel. The community is also a fantastic knowledge-base and users can often find the answers to their questions without having to contact us directly.”



How does the Community INFLUENCE CUSTOMER RELATIONSHIPS?

“(The community) alleviates member frustration and builds customer satisfaction and loyalty. Additionally, members are positive connections that are transcending the community and they are meeting in real-life at the resorts.”




“Having the customer community allows us to respond to changing expectations from our customers. They want answers in a matter of minutes versus hours. And they are getting it, both from our support staff and their peers. ”




“It allows us to turn a negative, like the user experiencing an issue with their media package, into a positive customer interaction and experience, by offering online customer support within the community.”



What are some KEY METRICS that you look at to determine COMMUNITY SUCCESS?

“We are focused on member growth rate month over month and member engagement. Identifying and reaching out to engaged and influential members is important to us and the platform allows us to do that easily.”



“Engaged gives us access to robust analytics and more insights than what we had in the past. We just launched this year so we’re starting by looking at traffic, topic views, and top search terms but we look forward to taking a deeper dive into its analytics.”




“Traffic, page views and unique visits to the community. Most viewed Topics. And ultimately a reduced number of calls and tickets.”




How does the CUSTOMER COMMUNITY fit into your overall SOCIAL STRATEGY?

“Our Community is the pillar of our social media strategy. We use the content and insights from the community in our other social channels and in digital and print marketing.”



“Having a branded, customer community that is social in nature provides us an owned channel to answer our user’s questions versus having them go to technical Q&A site like stackoverflow. ”




“We’ve been using Mzinga for our user discussions to interact with our fans and subscribers for well over 10 years, before the term social media was even being used.Having a community dedicated to customer support keeps users from going to Facebook or Twitter to report issues.”




Customers


BRAND ADVOCACY SEO

TRAFFIC & CONVERSION

CONTROL

SOCIAL HUB

.

ADVERTISING

BRAND AFFINITY & ADVOCACY


REDUCE SUPPORT COSTS CUSTOMER SATISFACTION

INCREASED REVENUE

PRIVATE OR PUBLIC INSIGHTS

INNOVATION

SOCIAL CUSTOMER SUPPORT


OmniSocial Engaged – Features

BRANDABLE

MOBILE

CONFIGURABLE SCALABLE

SEAMLESS AUTHENTICATION

ANALYTICS GAMIFICATION QUICK AND EASY

UGC MODERATION MEMBER

MANAGEMENT

INTEGRATIONS “BYO”

PROFESSIONAL SERVICES


Who is Mzinga? Interval International


Who is Mzinga? Major League Baseball


Who is Mzinga? Altova MetaTeam


Who is Mzinga? Ford Motor Company