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Social Media Service

02-18-2010 | By: Michael Ewing | Post Comment (0) »

Telerex Belgium

It seems like every day brings new reports on the explosive growth of social media. You know your

customers are engaged in it, but how much? And what does it mean for your business? How does it fit

in to your current strategies? How do you participate? Where do you even start?

As a leader in customer interaction channels, Telerx is well-positioned to help you make sense of this

new world. We have invested a great deal of time and resources to understanding this phenomenon,

and have developed an array of tools and processes to assess, monitor, engage, measure and analyze

the voice of your customer in this space. These include:

• Criteria to select best-in-class tools for robust measurement and analysis

• Best practice approach to staff selection, training and curriculum

• Business process and workflow for social media interaction

• Rules of engagement for outreach (customized to your needs)

• Expertise in handling sensitive consumer affairs and regulatory issues

• Reporting that goes beyond keywords to include conceptual meaning

• Social media data linked to CRM for a full 360 degree view

• Advanced analytics to model and predict future behavior

• The impact social media engagement has on ROI

More important, Telerx helps you navigate the social media landscape one step at a time. We develop

and execute a social media plan based on your business needs – regardless of where you are on the

continuum of social media engagement. This process typically involves three key steps:

– Capture a real-time snapshot of social media activity related to your brand and

whether or not your customers are active in this space

– Determine the level of involvement you need, develop a strategy, and engage

appropriate experts as needed

II. Listen – Monitor ongoing social media discussions

– Measure the level of social media activity related to your brand

– Identify and follow your key influencers

– Track and measure community engagement

– Employ advanced structured data analytics to capture social media contacts

and integrate them into the CRM, comparing online buzz with feedback from other

channels.

– Provide alerts, identify trends and deliver actionable insights to drive your business

III. Engage – Reach out to interact and connect with your customers

– Utilize social CRM process for solving service issues

– Manage brand reputation

– Manage misinformation

– Manage online communities and forums

– Manage crisis if and when they occur

– Nurture relationships through active, strategic participation

Today, it is the customer who is choosing how, when and where to engage your brand. You need to

be ready when they do. Our Social InteraXions solutions, offered as a stand-alone or part of your

multi-channel strategy, gives you the support you need to take full advantage of this new channel.

Gain the kind of actionable insights that will protect and enhance your brand, make better business

decisions and deepen the relationships you have with your customers.

To learn more about how our Social InteraXions solutions can help your company achieve results,

723 Dresher Road | Horsham, PA 19044 | 1.800.2TELERX | www.telerx.com |

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