@joshuamarchJoshua MarchFounder & CEO

Taking Your Social Customer Experience to the Next Level

Leading software platform designedfor social customer service

Expertise and services in training, implementation and social customer service process

150+ global customers

Back in 2011...

Social customer service wasn’t even a term

53% of US businesses claim to offer social media as a customer service channel (ContactBabel)

Magic Quadrant for the CRM Customer Engagement Center

Private Public

Desktop Mobile

Anonymous Social identity

Private Public

Deliver real customer service in public social channels

‣Resolve issues – don’t redirect

‣Requires social agents in the contact center

‣New training, processes and tools needed

14% of customer service Tweets to retailers are in-store

Desktop Mobile

Tweets at point-of-purchase

Anonymous Social (real) Identity

The trouble with a single view of the customer

‣Multiple email addresses

‣Multiple delivery addresses

‣Multiple phone numbers

‣Loyalty cards...

Always logged on

Always logged on

People will expect instant personalized service – whatever the channel

?

Ties customer service data back to the business

$

Where is your organization?

Integrate social identity across your business

Deliver service over public social channels

Engage at point-of-sale to drive revenue

Thank you

Learn how we can help:www.conversocial.com