Are you

taking care of

Social

channels?

People are sharing more than ever before

4.5B likes

generated daily

300 hours of

video uploaded to

YouTube per minute

500M tweets per

day

http://www.jeffbullas.com/2015/04/08/33-social-media-facts-and-statistics-you-should-know-in-2015/

https://www.youtube.com/yt/press/statistics.html

Being social vs. strategic social

Only

17% of US companies identify their

social strategy as mature.

83%

of Fortune 500

companies have

corporate Twitter

accounts

80%

of Fortune 500

companies are

on Facebook

97%

of Fortune 500

companies have

a corporate

presence on

LinkedIn

http://www.umassd.edu/cmr/socialmediaresearch/2013fortune500/

http://www.briansolis.com/2013/12/social-media-matures-yet-many-companies-still-lack-a-strategic-foundation-infographic

What’s top of mind for social?

Drive engagement

Analyze sentiment

Listen everywhere

72% of all internet users are

now active on social media

Pew Research Center

Listen to what people are saying

Learn how people really feel about your business

See how you stack up to competitors

Listen everywhere

39% of companies do not

track their social media

responses at all

Satmetrix

Determine your share of voice across social channels

Know who your key influencers are

Figure out what is resonating with the market

Analyzesentiment

55% of companies ignore all

customer feedback on Twitter

and Facebook

Satmetrix

Foster conversations about your brand across social channels

Turn insight into action with proactive participation

Capture feedback and respond quickly to escalated issues

Drive engagement

1Source: http://www.mediabistro.com/alltwitter/

brands-ignore-customers-social-media_b22814

Microsoft Customer Engagement Solutions

Personalized | Proactive | Predictive

Intelligent Customer Engagement

Microsoft Social Engagement

Social Listening

Social CRM

Intelligent Social

Social Engagement

Social listeningListen to what people are saying globally

across social media, news publications

and other sources via RSS.

Key influencersIdentify and follow people actively talking

about your brand, products, or services.

Sophisticated alertsDetect trends and listen for specific posts

to keep you informed on key words or

topics.

Social Listening

Adaptive sentiment Adaptive sentiment learns from

customers through machine learning

enabling custom sentiment models fit for

your organization.

Buzz analysisGet insights at a glance with rich analytics

including: location, share of voice, text

mining and tag clouds visualizations.

Automated triageAutomatically detect intention in social

posts and triage/route them as cases or

leads into CRM.

Intelligent social

Social engagement

Engage & PublishImprove your social media presence by

engaging with social communities with rich

multimedia – replying and publishing.

Team CollaborationEnable teams to collaborate using Office Groups for assigning posts and sharing streams & social profiles.

E2E customer experienceCreate an end-end customer experience by

creating CRM actions from social posts –

cases, leads, and any custom entities.

Social SalesWin faster when you leverage social to

identify and act on buying signals,

monitor key developments at your top

accounts and track competitors.

Social MarketingManage your brand reputation, nurture

influencers, measure campaign

effectiveness and strengthen your

community management.

Social CareKeep customers happy by identifying any

customer issues and trends early on and

being proactive on Twitter and Facebook.

Social CRM

Social Listening Listen and analyze custom sources via RSS.

Social CenterPublish posts from Twitter and Facebook, including multimedia

content. Look up Twitter author profile for more insights.

Social CRMCreate CRM actions like cases and opportunities from social

posts. Define and set up rules to automatically create CRM

entities through Social Engagement.

Intelligent SocialAdaptive sentiment allows you to build custom sentiment

models to fit your industry. Automatically detect intention in

social posts and triage/route them as cases or leads into CRM.

ProductivityEnable teams to collaborate using Office Groups for assigning posts and sharing streams & social profiles.

Sentiment & UI9 additional UI languages and sentiment languages:

Danish, Dutch, Finnish, Greek, Norwegian, Polish, Russian,

Swedish and Turkish.

What’s new in Social

Democratized

Social for everyone

Sentiment analysis

Sentiment analysis is

available in 16 languages;

4 additional languages

planned.

Powerful social

analytics

Social profiling and social

segmentation

Integrated social

End-to-end customer

experience from listening

to engagement. Ability to

create CRM actions.