Vocus SoMe Award Nomination

In the Trenches

“In the Trenches” Nomination

“Most effective use of social media to provide

customer support and build deeper relationships

with your online community.”

Meet The Social Team

Breeanna Straessle

Director of PR

Stacey Miller

Senior Community

Manager

Adrienne Sheares

Social PR Manager

Brand Management

Over the years, Vocus has acquired several

companies to complete its all-in-one Marketing and

PR software, including…

Community size: 61,000

Community size: 136,000

Community size: 40,000

Community Size

Combined with Vocus’ online audience, the total

community size based on largest network

concentration is 285,000 members!

Networks

These four brands (Vocus, PRWeb, HARO and

iContact) are managed by our team across

multiple networks where our audience is present:

Social Objectives

• Brand awareness

• Community building

• Customer service

• Customer retention

• Prospect nurturing

• Influencer relations

• Leads

Challenges

• Reaching a broad target audience

– Marketing and PR professionals evenly split

within B2B and B2C companies

• Capturing audience attention in a busy space

overloaded with content marketing

Tools

We use tools to monitor, respond and analyze

social interactions, including:

• Vocus PR Suite

• Vocus Marketing Suite

• Several native analytics platforms

Tools

These Tools Help Us

• Distribute content

• Gather volume of brand related mentions

• Act on Buying Signals™ from Vocus prospects

• Monitor brand related keywords to offer a helpful hand to industry peers

• Answer customer service inquiries in record response time

• Analyze which content resonates the most with our audience

• Identify valuable online community members and engage with them

• Build community by engaging in relevant conversations

• Identify industry trends

• Tie social media efforts to other marketing and PR tactics and results

Customer Service

Hours of Social Customer Service

24 / 7 / 365

Period.

Typical Response Time

Ranges from 30 seconds to one hour. Average

response time is 15 minutes!

One minute response time

Two minute response time

Types of Support Provided

• Technical through @VocusSupport and @PRWeb Support

• Service updates

• Prospect inquiries on pricing and features

• High-level product support

• Transparent with real names, emails and direct phone numbers

Building Deeper Relationships

Sharing Helpful Content

Lending a Helpful Hand

Creating Connections With Others

Rewarding Advocates: Surprise & Delights

Being Human

Volume

With an average of 2,500 mentions monthly, we facilitate an

average of 500 conversations each month on social media

with prospects, clients and influencers

Our social community is immensely important to

our team. We believe in nurturing relationships and

providing one-to-one interaction and support to

create long-term value, brand awareness, and

word-of-mouth referrals through social media.

Thanks for your consideration!

- The Vocus Team