Operations on Tool

Login Screen

Enter your “User Name” Enter your “Password” Click on “Login” Choose Change Password in case you need to change the password currently being used

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Post Login Screen

After Login, the user will be able to view the above screen consisting tabs of all the workflow stages.

Note: Users assigned with only a set of workflow stages will be able to view and work on only those set of stages.

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Auto Listen

Twitter

In Twitter, user tweets are available in two forms namely “Generic” and “Mentions (also referred to as Handle)” which are pulled to the tool.

Twitter Auto listen has two categories

Handle Generic By default, once we click on the twitter auto listen tab, Handle category gets highlighted.

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Once we click on “Start” button, cases appear as in like the below screen

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Twitter handle pulls the data of the tweets tweeted to the official twitter handle of Vodafone India and the “Direct Messages” written to the official twitter handle of Vodafone India

In the above screen shot the first Oval shaped box consists of the URL which is a status update of the customer mentioning Vodafone twitter handle in it.

The URL in the second Oval shaped box in the screen shot is a DM(Direct Message) which is a private conversation between Vodafone and the customer

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Resolve Conflict

Once the case is accepted, if the customer is writing to Vodafone for the first time, then we directly see the tagging screen which follows below.

If the customer has previously written to us and has come back again with the same or any other issue, then we sees the screen as above where once we accept the conversation, it shows that conversation as resolve conflict as above.

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Post Resolve Conflict

Once we click on the resolve conflict, we will be viewing this screen where the customer’s past interactions will be seen.

If the present comment by the customer is related to same as that of the previous conversations, we need to check the box available on the left side of the LPID and then click on “Create Conv” button so that the present conversation is attached to the previous one so that the case is continued further.

If the present comment by the customer is not related to same as that of the previous conversations, we need to click on “Create LP” button so that the present conversation becomes a new case.

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Tagging Screen- Scenario 1

Once we click on the “Create LP” button in the post resolve conflict screen, the screen as seen above will be appearing where we need to select and fill the appropriate values to each field.

The “Get Details” button in the right side corner when clicked displays the contact details of the customer if they have written to us previously and have shared their contact details. In that case, we need to select that particular contact number and click on submit and those details are automatically updated to the appropriate fields in the above mentioned screen.

P.S: This is applicable only to the twitter cases as each user of twitter has the unique twitter handle hence the contact details shared will be same as the customer is same.

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Tagging Screen- Scenario 2

Once we click on the “Create Conv” button in the post resolve conflict screen, the screen as seen above will be appearing where the details are filled as per the previous comments of the customer.

We need to check whether the details filled are matching the customer comments and if they do, click on submit and the case is routed to “ Stratagize Stage”

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Facebook – Handle

In Facebook Handle, user comments posted on the Vodafone India’s facebook official page, its photos, videos and its private inbox are pulled to the tool.

Facebook auto listen has two categories

Handle Discussion

By default, once we click on the facebook auto listen tab, Handle category gets highlighted.

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As mentioned in the previous slide, user comments posted on the Vodafone India’s facebook official page, its photos, videos and its private inbox are pulled to the tool in this category.

Processing the case is similar to as that explained In the twitter scenarios.

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Facebook – Discussion

Facebook Discussion category has the comments posted by the customers in the “Happy to Help” app located on the Vodafone India official facebook page

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H2H Listen

Search H2H We use this variant of listening the cases when we request the phone number of the customer

in various channels like facebook, complaint sites, forums, blogs etc. in engage stage. This is not applicable to twitter cases as for twitter, we request the customer to share the

number through DM (Direct Message).

Once we request a customer to share the phone number, in engage stage, customer gets a link in the content which when clicked redirects to the” H2H” page where the customer needs to fill all the details and click submit. Each link has an identifier as like In the above screen. When the customer submits the details, we get a mail alert. We need to check with the identifier whether it is the same customer whom we asked the details and if it is the same concern that the customer is talking about by searching with the identifier mentioned in that mail. If the details are same, we need to open the case that comes once we search and fill in the appropriate details and submit so that it gets added as conversation and is routed to strategize stage.

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As explained in the above slide, we need to check the conditions and process the case accordingly.

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H2H Add

Whenever a customer writes to us using H2H link for the first time, this option is used. In H2H add content, phone number, circle, name and E-mail ID are updated and it’s mandatory to fill in all the said fields. After submitting the details it directly goes to Circle Back Office.

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Manual Listen

This stage is used to introduce the Queries/ Requests/ Complaints from various other sources like complaint sites, forums and blogs etc. We need to fill all the appropriate details in the appropriate fields from the content posted on the sites and then click submit. The case then gets routed to the strategize stage.

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Stratagize

This is the second stage in the tool we work on. Once the case is submitted in the listen stage in any of the above mentioned scenarios except for H2H add, the case is visible in this stage.

When we click on the “Stratagize” tab in the tool, we will be viewing this screen. The case appearing in “Pink Color” is an FRT (First Response) case which needs to be actioned on priority. It is the first conversation of the customer regarding his issues written to us and the response from us should be very soon. However, FRT cases are highlighted in color only for twitter and facebook medium. Other sources cases are in white color as shown in the following slides.

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Other than the first conversation, all the conversations can be seen when selected the “New” option in the status section. As said above, the first conversations of other sources apart from twitter and facebook can be seen in this section.

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Once you click on “Action” case, screen as below will be visible.

This screen mainly contains the interaction between the customer and Vodafone for all the conversations. This is half part of the screen and the other half called “Tagging Screen” follows below. This screen will be same for the FRT and non FRT cases.

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Tagging Screen

This is the other part of the inner screen visible after clicking on “Action” case. This is the tagging screen where we can tag the appropriate values to the available fields according to the content written by the customer. The details in the first part highlighted by the arrow are filled previously in the listen stage itself and the same appear here. The second part needs to be handled here and the detail explanation of this was already shared with you in the previous module of handling queries.

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Formulate

In Formulate stage the conversations are routed from Strategize and the CRM stage. The queries handled in the Strategize stage by PWS are routed to this stage so that the information can be framed properly before it is posted online. CRM routes the cases to this stage to update the status of the customer concern after handling the case from their end. By default, when clicked on the “Formulate” tab, FRT cases appear as in the “Strategize” stage.

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Once you select the “New” option, the screen appears as below.

Once the “Action” button is clicked, screen shown as below appears

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Once the “Action” button is clicked, screen shown as below appears

This is the half part of the screen which mainly contains the interaction between the customer and Vodafone for all the conversations. The other half of the screen is the “Processing Screen” which follows in the next slide.

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Based on the comments specified by CRM, we formulate the response and select “Skip Ratify” option before clicking on “Submit” to post the update on the case.

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After selecting the “Submit” button in previous screen we get the dialog box shown above, we select “Please post” in Routing comments & “General Acknowledgement” in “Type” dropdown box if the case to be submitted is Facebook. In case of twitter case, we use “DM” in Routing comments & others in “Type” dropdown box.

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Engage

This is the final stage where we post the response to the customer online. Cases are routed to this stage from the “Formulate” stage. . By default, when clicked on the “Formulate” tab, FRT cases appear as in the other stages.

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Once you select the “New & Saved As Draft” option, the screen appears as below.

Once we click on the “Action” case, the screen appears as below.

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This is the half part of the screen which mainly contains the interaction between the customer and Vodafone for all the conversations. The other half of the screen is the “Processing Screen” which follows in the next slide.

The “Go to URL” button highlighted by the arrow opens a new tab where the customer’s present conversation (in the above example, it is 007th conversation) is written and there we need to post the response as described below.

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This is the processing screen in the engage stage once the case is opened. The response formulated in the formulate stage and routed comes to this stage and we need to post it online to the customer through the same media which he has written to us by clicking on “Go to URL” which is explained in the previous slide and posting the response there.

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For cases where we need to request the customer for phone number in all the mediums except twitter, the processing screen appears in this manner and when clicked on the “Generate H2H key” button, URL and ID will be generated. The URL is the tiny link of the “Happy to Help” page where the customer fills the details and when it is submitted there, we get the mail alert with the details of the customer as discussed in the H2H Listen.

The ID generated is used to search for the case in the “Search H2H” as discussed.

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Once the response is posted online, we need to paste the same in the online content box which can be seen in the previous slide and click on submit to view this screen. We need to select the appropriate quick post and click on complete.

This process is same for all the cases whether it is a phone number request case or other.

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Remarks & Suggestions

This format is made as per the current tool working on and not these many stages are required and can be lessened as per the needs of the project.

We can club both listen and strategize stage into one and also eliminate the formulate stage and keep the engage stage in place to cross check the response to be posted online once again so that no error occurs while the user gets a response from the brand.

The other stages unexplained in this presentation are not handled by us and they are handled by the clients.

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Contributions and Achievements

At the initial stage of the process I was working, we didn’t have TAT’s, but later TAT’s came into picture and we need to respond the customer in the least time possible once he posts online. This was the time when I took the initiative and executed the strategy of working from before the TAT hours start so that the overnight cases get cleared before the TAT hours start which helps us in maintaining the good TAT figures during the TAT hours. This idea was executed by me and the result was that the client was so happy with the performance and appreciated to have designing and executing this strategy.

In June 2014, the twitter account of Vodafone India was compromised and some vulgar tweets were getting posted on behalf of Vodafone India’s twitter account. Being at home monitoring the process, I noticed this immediately and have worked along with our higher authorities to solve it soon and we did set everything right in an hour’s time otherwise which the project would have been in great risk and the brand image of Vodafone India would have been degraded. Our clients showered lots of appreciations and also rewarded me for this saying this was a priceless contribution.

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As seen above in the process flow, after the listen stage it is strategize stage, but previously there was another stage named “Analyze” stage to tag the cases according to the scenario. I have requested to remove this stage and club the tagging part in the strategize stage to improve the TAT and the FRT ( First Response Time). This idea was also helpful a lot that we made the best TAT and FRT figures in handling the social media volumes when compared to the competitors.

Many such contributions have made me win the best performer award from the client held once for every 4 months for 7 consecutive times and being the only one to receive it every time it is held.

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Operations on excel

The same process can be worked upon excel provided the number of cases or conversations with the customers are less and also if NO TAT is defined. This would be in a simpler manner with limited fields needed to be filled as shown in the below screenshot.

Case ID is the ID assigned to a single customer referring to single issue.

Conv ID is the no. of interactions regarding single issue faced by the customer for single case.

A single case can have “n” number of conversations.

QRC refers to Query, Request and Complaint respectively.

TAT for each conversation can be calculated by calculating the difference between “Date and Time of the response posted” by us and “Date and Time of the comment posted” by the customer.

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Thank You

Presentation By

Praveen Kumar Bellamkonda

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