YUPIQ: Social Media Monitoring for Mitel Contact Centres

Connect to Customers,

the Way they Connect

™

© Copyright Yupiq 2011 2

67% of consumer purchase decisions are primarily influenced by word of mouth*

*McKinsey


84% of European Internet Users are on Social Media*

*http://www.onlinemarketing-trends.com 2011


61% of North Americans use Social Media*

*McKinsey


The YUPIQ hosted suite allows companies to monitor, engage and promote positive user discussions

on the social web.

SOCIAL REWARDS SUITE


Create Activities

Create

• Content that requires users to work together to earn rewards

• Activities that target specific customers by email or phone number

• Rewards that encourage purchasing and sharing of specials with friends

• Regional offers restricted based on users location


Post Activities for Users

Post

• Post activities to a real time Facebook application

• Share special offers via Twitter, Facebook Fan Feeds and Email

• Embed activities and the activities dashboard on a corporate website


Users Talk with Friends

Talk

• Invite friends to help complete activities and earn rewards

• Share content with specific friends via email and Facebook

• Activate friends and other advocates via Facebook and Twitter public posts


Rewards are Redeemed

Purchase

• Rewards are used to make purchases in store and online

• Each one time use reward is tracked, securely disabled and associated with the person who shared it

• Used rewards can trigger the release of other rewards to encourage repeat purchasing and encourage advocates


View the Analytics

Track

• The distribution of offers, activities and other marketing messages

• The number of offers redeemed and activities completed

• The geographic location of users

• The preferred method of communication for your users

SOCIAL REWARDS - CONSUMER OVERVIEW


Customer Finds an Offer


Customer Shares an Offer


Customer Earns a Reward

ACTIVE ENGAGEMENT SUITE


Know what People are Saying

Facebook Pages

Public Tweets and Direct Messages

LinkedIn Groups

Blogs / Forums / RSS Feeds


Right Message to the Right Place

• Filter and Sort messages to queues by keyword • Capture all direct messages to ensure social coverage


Utilize Existing Support Staff

• Notify agents by email of incoming messages• Present agents with conversation history• Identify source of message and keyword matches


Seamless Customer Experience

• Respond in media as a corporate account• Respond privately or publicly depending on

how your company was contacted


Promote Customer Loyalty

• Distribute exclusive offers and rewards• Encourage positive word of mouth about your

company through brand advocates


Understand the Results

• Determine the effectiveness of filters• Track agent response frequency and time• Analyze the impact of customer offers


No IT Infrastructure Costs

• Completely Hosted Solution• All upgrades (Major and Minor) included• Social Site compatibility provided

ACTIVE ENGAGEMENT - CONSUMER OVERVIEW


Customer Posts a Comment


Agent Replies to Comment


User Gets Response and Offer


Customer Claims and Shares

SYSTEM ADMINISTRATION


Setup Social Sources


Setup Filter Queues


Create Promotions


Promote Public Promotions

YUPIQ: Social Media Monitoring for Mitel Contact Centres

Technology

Transcript of YUPIQ: Social Media Monitoring for Mitel Contact Centres