brandwatch masterclass: using brandwatch for customer service
DESCRIPTION
NY Masterclass 2014 - #brandwatchtipsTRANSCRIPT
Customer service
Kelly Autenrieth /Technical Trainer
Contents
• Online Landscape of Customer Service
• The Good, The Bad & The Ugly
• Brandwatch: How to be Ridiculously Good at Customer Service
• Questions & Answers
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Social Listening for Customer Service
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Customer Service / Online Landscape
What’s it made up of?
• Appreciation, Criticism & Questions
• Consistent brand voice & values
• Strategy for the good & the bad
• Continuous monitoring & seamless workflow
• Prioritizing conversations
• Ability to respond quickly and genuinely
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The Good, The Bad
& The Ugly
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The Good / Example
JetBlue Airways (@JetBlue)
Welcome Home Parade
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The Bad / Example
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Time Warner Cable & Sir Patrick Stewart
The Ugly / Example
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J.P. Morgan’s Live Twitter Chat
Using Brandwatch for Customer
Service
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Customer Service / Brandwatch
• Continuous monitoring
• Seamless workflow
• Categorizing & Prioritizing conversations
• Consistent brand voice & values
• Ability to respond quickly & genuinely
• Engagement
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Queries & Channels
Manual Markup/Bulk Actions
Author Lists
Workflow: Assignments & Priority
Categories, Tags & Rules
Alerts
In-App Engagement & Partnerships
Brandwatch Analytics
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Document LimitationThe information given in this document has been checked for accuracy and completeness however Brandwatch shall not be liable for any errors or omissions.
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