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OmniSocial Engaged for Social Customer Support · • Expertise in Social Engagement, Online...
Transcript of OmniSocial Engaged for Social Customer Support · • Expertise in Social Engagement, Online...
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OmniSocial Engaged
for Social Customer
Support Powered by Mzinga
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Who is Mzinga? Today’s Speakers
Dana Brunt Social Product Director Mzinga Jackie Ferreiro Director - Social Media Interval International Dan Von Behren Director, Project Management Major League Baseball Advanced Media David Kershaw VP, Cloud Services Altova
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Who is Mzinga?
Technology & Services
• OmniSocial Engaged – Social Engagement Platform for Customer Support and Brand Affinity
• OmniSocial Insure – Social Moderation Services
• OmniSocial Learning – Social Business, Collaboration, Learning and Development for the Extended Enterprise
• OmniSocial Content – eLearning course content development platform
• Alumni.IO – Corporate Alumni Networks
Company • Headquartered in Burlington, MA w/offices in Mechanicsburg, PA
• 100 employees with a network of 50+ multilingual social media professionals
Experience
• Formed in 2008 through acquisition of leaders in the learning and social engagement markets
• Expertise in Social Engagement, Online Moderation, Social Learning, Social Business, and Alumni Networks
About Mzinga
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Who is Mzinga? Interval International
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Who is Mzinga? Major League Baseball
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Who is Mzinga? Altova MetaTeam
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What was the Business Objective for
implementing a
Customer Support Community at your company?
engaged.com
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What impact
has it had on overall
Customer Support?
engaged.com
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How does the Community
influence
Customer
Relationships?
engaged.com
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How is the
community staffed?
How does that breakdown vs.
peer-to-peer
support?
engaged.com
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What are some of the
key metrics that you look at to determine
Community Success?
engaged.com
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How do you promote your
Community?
How does it fit within your overall
social strategy?
engaged.com
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Takeaways
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OMNISOCIAL ENGAGED The premier enterprise social engagement platform to power fully-
integrated, branded discussions.
Empower your fans, consumers, and customers to have real, value-added conversations on your domain.
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REDUCE SUPPORT COSTS
CUSTOMER SATISFACTION
INCREASED REVENUE
PRIVATE OR PUBLIC
INSIGHTS
INNOVATION
SOCIAL CUSTOMER SUPPORT
Key Benefits
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OmniSocial Engaged – Features
BRANDABLE
MOBILE
CONFIGURABLE
SCALABLE
SEAMLESS
AUTHENTICATION
ANALYTICS
GAMIFICATION
QUICK AND EASY
UGC MODERATION
MEMBER
MANAGEMENT
INTEGRATIONS
“BYO”
PROFESSIONAL
SERVICES
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Solution: OmniSocial Engaged
Client: Major League Baseball
Major League Baseball. America’s Pastime.
Mzinga is proud to power user interactions for MLB.com
since 2002. MLB is leveraging the depth and flexibility of
Mzinga OmniSocial Engaged to provide deeply integrated,
interactive experience for users across multiple use cases.
Goals: Multiple domains: Mzinga hosts branded fan forums for each MLB team, as well as each Minor League team, which includes support for multiple domains (mlb.com, milb.com). Opportunity for increased traffic and online advertising. Support Forums: Paying subscribers to MLB.TV, Gameday Audio, and PostSeason.TV have access to support forums for each
service offering, where they can ask a question to a CSR and browse answers to FAQs. Seamless Experience: Both the fan forums and the support
forums are deeply integrated into the MLB.com experience. Users log into MLB.com with their credentials and are logged into Mzinga via Seamless Authentication. If a user is a subscriber to a
premium service, this is passed in the user record, and they are automatically granted access to the appropriate support forum.
Results:
• Average of 30 Million Page Views per Month.
• Over 1Million MLB.com members have also
particpated in a mzinga hosted forum.
• Average of over 300K new discussion topics per year.
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Solution: OmniSocial Engaged +
Insure (Moderation) Client: Interval International
Interval International is a leading vacation exchange
company with locations around the globe. Interval members
have access to premier destinations, luxury resorts, and extensive vacation exchange network.
Mzinga hosts the Interval-World Community, a members-only, private, branded destination community.
Business Goals: Provide Interval members with a community to share their destination recommendations, resort reviews, advice on navigating the waters of vacation exchanges, ideas and innovation, social networking, and user profiles to share their vacation photos and
blogs. Results: Since the launch in 2010, Interval has seen 10% adoption of the community by their 2+ million timeshare owners, 10,000+
discussion topics, 65,000+ unique messages, and 8M+ page views. Additionally, the community has a monthly growth rate between 1-5%. This private community leverages Mzinga Seamless Authentication so only Interval members are able to access the community.
The community is vibrant and discussions are lively. Users are encouraged to achieve levels of engagement and influence and earn reward badges based on their interactions within the community. New members are welcomed with a new user badge and by the community’s super-users. Interval obtains invaluable customer feedback from the member community which helps to
shape future offerings and services. Mzinga also provides online moderation enforcing the community TOS, which includes preventing the act of vacation exchanges within the community, in addition to responding to user reported violations.
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Solution: OmniSocial Engaged
Client: Altova
Altova is a software company offering many products and solutions used by millions of customers. Altova was looking
for new ways to reach their customers as it released its MetaTeam product. MetaTeam was a cultural and operational
shift for Altova. In addition to being the company's first cloud-based offering, it is also the first product targeting a more
business oriented user and buyer. MetaTeam is a project management and team collaboration product where as
most of their other projects were geared towards technical users such as web developers, DBAs, and server
administrators.
As Altova broadened their vision beyond IT and Development, they needed to be able to quickly track into the
language, motivations, and needs of new groups. Altova needed greater flexibility and more fluid communications
channels so they can build these new relationships.
In February 2014, Altova launched MetaTeam Customer Support Community, powered by OmniSocial Engaged and
integrated into the overall MetaTeam digital experience.
“We needed a slick and functional customer support portal that could match our product’s branding, be easy to
administer and integrate with our product, provide valuable insights and suggestions from our customers, and get us
up and running fast. OmniSocial Engaged gave us all that and more. " - David Kershaw, VP of Cloud Services at
Altova.
Go to the MetaTeam Support Community.
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