How to use a million abusive customers to develop goodwill for your brand?

“Very poor customer service. I called twice to customer care to know whether my new plan activated on my postpaid number or not? But they are saying that they do not know anything. Also very rude staff.”

A brief glance at any leading Telecom player’s facebook brand page would reveal similar voices of disgruntled customers spewing venom on their facebook pages. Similarly the Banking and Airline Industry is also plagued by frequent online rants of dissatisfied and sometimes disgraced customers. The apparent virality promised by these social mediums adds fuel to the fire and spreads the ire to sometimes unmanageable proportions.  So how do these industries tackle their supposedly tarnished online reputation before things get out of hand?

Social Media Business Intelligence tools like Simplify360 enable businesses to analyse social media conversations in real-time. By using these tools, leading Banks, Telecom Players and Airlines have managed to decrease their FTR (First Time to Response) time thus decreasing the spread of negative sentiments around the brand.

These tools can automatically classify social data with respect to sentiment, demographics, region, gender, topics, intent etc. The technology is available to users through an intuitive web interface where users can manage all their social media interaction platforms – Facebook, Twitter, Linkedin etc through a single dashboard. The platform can help you carry out the following:

• Publish content to all your social media properties from a single dashboard
• Listen to conversations around your brand happening in cyberspace (social media platforms, blogs, discussion forums etc)
• Provide real time customer support for queries being posted on your facebook and twitter brand pages. You can create a workflow to let the queries be managed by the right member of your support team and track their responsiveness in real time.
• Conduct targeted marketing campaigns towards your customers by understanding their detailed demographics and psycho-graphics through the social profiling capabilities of the tool. For eg, Just by inputting the email ids of your customers, the tool can scan their social media profiles and give you an insightful social map of their activities and interests which can be leveraged by you for targeted marketing campaigns.
• Find prospective leads for your products and services by listening to online chatter around them on social media platforms and connecting with the prospects in real time. For eg, you can search and listen to people who have generated interest in your product/service on twitter and connect with them directly. Such leads can be shared with your sales team as well through the platform which has capabilities to integrate with your CRM solution as well.
• Track your competitors activities on social media channels and compare your audience engagement levels with that of your competition

There are many more insightful ways one can use Simplify360. Do drop me a message to know more about how it can help your business do targeted marketing campaigns, generate leads and manage customer support.