As technology advances and our communication channels expand, so has our business. No longer is the telephone the only option for customer engagement. The rise in popularity of smartphones and tablets has accelerated the time spent on social media. More than 45 percent of social media users access their profiles on their smartphone or tablet. This gives them instant access to a seemingly endless supply of information.

2. COMMUNICATIONS
CHANNELS
NEW
The telephone is no longer the only
option for customer service.
Customers are reaching out to
social media networks (e.g
Facebook, Twitter, blogs, etc.) to
resolve their problems.

3. of social media users
More than 45 percent
access their profiles on
a smartphone or tablet

4. SOCIAL MEDIA
IMPACT
Smartphones and tablets give
customers instant access to a
seemingly endless supply of
information.
Through social media and search
engines, people are to research
brands at their convenience.

5. of customers research
Approximately 80 percent
products online every week

6. RESEARCH
BRAND
Word-of-mouth marketing is no longer limited
to friends and family.
Social media provides customers new
mediums for help with a purchase decision.

7. People can instantly ask
hundreds of people their opinion
of a brand through social media.
As more people begin to share
their experiences, the
impressions of the negative or
positive post are multiplied.
Monitoring social media
conversations in real-time can
save your brand’s image from
disaster.
SOCIAL MEDIA
IMPACT

8. CUSTOMER SERVICE
SOLUTION
SOCIAL MEDIA
As an extension or a fully
outsourced partner, Dialogue
Marketing’s social media
command center monitors the
social media landscape 24-7-365.
For each brand mention, our team
can either funnel the right
conversation to your internal team
or our trained brand advocates can
fully engage through our
proprietary Social CRM technology.

9. SOCIAL MEDIA
CRM
Our predictive social
scanning and engagement
technology, provides the necessary
tools to monitor conversations,
engage users and improve social
strategy.
• Pull conversations from more than 250
million social media sites within minutes
• Identify brand risks and opportunities
• Compare your social brand reputation to your
top competitors
• Automate workflow and assign posts to the
best suited agent based on attribute
matching
• Report on top influencers, detractors, high
traffic sites, keyword volume and much more
through real-time dashboards
• Increase brand loyalty by listening and
responding to your customers in real-time

10. To learn more about improving customer
service through social media monitoring call
us at 800.523.5867 or contact us.
STEPS
NEXT

11. THANK YOU