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Brandwatch Masterclass: Using Brandwatch for Customer Service

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NY Masterclass 2014 - #brandwatchtips

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Brandwatch Masterclass: Using Brandwatch for Customer Service

  1. 1. Customer service Kelly Autenrieth /Technical Trainer
  2. 2. Contents • Online Landscape of Customer Service • The Good, The Bad & The Ugly • Brandwatch: How to be Ridiculously Good at Customer Service • Questions & Answers #brandwatchtips © 2014 Brandwatch.com | 2
  3. 3. Social Listening for Customer Service #brandwatchtips © 2014 Brandwatch.com | 3
  4. 4. 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 #brandwatchtips © 2014 Brandwatch.com | 4
  5. 5. The Good, The Bad & The Ugly #brandwatchtips © 2014 Brandwatch.com | 5
  6. 6. The Good / Example JetBlue Airways (@JetBlue) Welcome Home Parade #brandwatchtips © 2014 Brandwatch.com | 6
  7. 7. The Bad / Example Time Warner Cable & Sir Patrick Stewart #brandwatchtips © 2014 Brandwatch.com | 7
  8. 8. The Ugly / Example J.P. Morgan’s Live Twitter Chat #brandwatchtips © 2014 Brandwatch.com | 8
  9. 9. Using Brandwatch for Customer Service #brandwatchtips © 2014 Brandwatch.com | 9
  10. 10. Customer Service / Brandwatch • Continuous monitoring • Seamless workflow • Categorizing & Prioritizing conversations • Consistent brand voice & values • Ability to respond quickly & genuinely • Engagement Queries & Channels Manual Markup/Bulk Actions Author Lists Workflow: Assignments & Priority Categories, Tags & Rules Alerts In-App Engagement & Partnerships #brandwatchtips © 2014 Brandwatch.com | 10
  11. 11. Brandwatch Analytics #brandwatchtips © 2014 Brandwatch.com | 11
  12. 12. Email contact@brandwatch.com Web brandwatch.com Twitter @brandwatch Telephone UK +44 (0)1273 234290 US +1 212 229 2240 DE +49 (0)30568 370 040 Document Limitation The information given in this document has been checked for accuracy and completeness however Brandwatch shall not be liable for any errors or omissions. Brandwatch is a trading name of Runtime Collective Limited. Registered in England & Wales: 3898053 4th Floor, International House, Queens Road, Brighton, BN1 3XE, United Kingdom

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