Designing a Multi-channelContact StrategyTapping into new opportunities

Dennis StoutenburghCo-Founder ILD Corp, SocialStrategy1

Changing landscape in customer communication provides unique opportunity to com-bine the assets of our outsource services division (call center and network) with our social media expertise (Social Strategy1) to provide clients a best in class multi-faceted customer care and lead generation solution

Stratus Contact Solutions Launched in early 2012

Multi-Channel Customer Care and Lead Generation

Stratus Contact Solutions

Customer Life Cycle: Acquisition to Advocates

Direct Response marketing has changed, although TV still builds awareness, customers refer to the web to make purchase decisons.

Direct Response (Inbound)

Social Media &Customer Reviews

Email Call Center

Web ChatSocial Media Monitoring

If you only greet customers when they call, you could be missing lead generation opportunities every minute.

Lead Generation (Outbound)

Social Media Monitoring can identify leads

Customers have open coversations about products & services

Engage & Direct customer to take

action

1. 2. 3.

Social leads pin-point customers at point of need in real-time

Social Media Lead Generation

Real Estate Case Study

Social conversations lead to in-person appointments

Loyalty is now driven by a business’s interaction with it’s customer when & where the customer chooses to interact

The Connected Customer

The way people communicate has shifted to the web

• More than 2 billion people are using social media across 100 million channels

• More than 85% of online purchases are driven by online ratings and reviews

• There are more than 175 million internet enabled smartphones in the US alone

• More than 30% of Americans have dropped their landline service in favor of smartphones

Enabling Social Media Customer Care

Social Engage CRM Chat Email VoiceCommunity

How are we making the shift?

We marry deep social media technology and subject experts with call center operations toprovide an integrated offering driven by the client objectives.

Our products and services include:

Employees need to be trained in fundamentals of social media• How to engage using appropriate protocols • Removing canned responses• Best practices and moving the conversation offline • Operational changes in Quality Assurance and ROI Measurement

Traditional call center employees are not effective in social media just because they have been provided the tools.

What have we learned?

Without establishing protocols and utilizing best practices, there is a significant risk of error on a major scale.

Social Media Blunders #fail

Loyalty is now being built when and where the customer chooses

Customer Care & Reputation Management

Social Media Email Call Center Web Chat

Social Media Monitoring

Mobile Web &Text

CustomerReviews

• Ability to provide superior customer support - meeting customers where and when they want support • Provides for powerful sales and lead generation opportunities

Integrated offering powers Stratus clients:

Stratus Contact Solutions

Prospective Sales leads in Twitter Product Reviews & Customer Sentiment

Stratus - Client Services

Stratus provides customized solutions for connected businesses who need to engage customers and comprehend data beyond the traditional call center.

Our customer experience professionals become your brand advocates with real-time multi-channel engagement tools.

Industries we serve

• Communications• Direct Response• Education• Financial Services• CRM

• Healthcare• Hospitality• Retail• eCommerce

For More Information &Upcoming Events

StratusContactSolutions.com

In partnership with Knowledge@Wharton & SocialStrategy1, Stratus is sponsoring a global social media best practices competition and 1/2 day workshop.

Social Media Leadership Awards

Entries will be evaluated by a panel comprised of global business and social media and academic leaders. Champions will be chosen based on innovation and success in the use of social media to solve organizational challenges. Champions will receive repeated global exposure through Knowledge@Wharton online publications.

http://smlawards.com

10/14 - SOCAP 2012 Annual Conference San Diego, CA

10/23 - Social Media for Customer Service Summit New York, NY

11/7 - Social Media Leadership Awards Philadelphia, PA

Upcoming Stratus Events