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Social Media Queuing What is it and Why do it ? Name, Title

Social Media Queuing What is it and Why do it ? Name, Title. What is Social Media?. All Aboard!. Three in four US online adults now use social tools * If facebook was a country it would have the third largest population in the world (after China and India) . *Forrester Research.

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Social Media Queuing What is it and Why do it ? Name, Title

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  1. Social Media Queuing What is it and Why do it? Name, Title

  2. What is Social Media?

  3. All Aboard! Three in four US online adults now use social tools* If facebook was a country it would have the third largest population in the world (after China and India) *Forrester Research

  4. The Power of Social Media • Old Spice Commercial • Perception Issue • The Challenge

  5. Old Spice • 3 Day Follow-up Campaign • Day 1 - 5.9 Million Views • Day 3 - 20 million Views • 90,000 Twitter Followers • 675,000 Facebook Fans

  6. The Negative - United Airline • Issue: Broken Guitar • Poor Customer Service • Wrote a song posted on YouTube • Within 4 days 1.5 million viewings • Currently greater than 10 million viewings • ACSI United rating -21.1% • Industry Average -11.1% • Stock drop 10%, 180 Million

  7. What is Social Media Monitoring? Monitoring online conversations

  8. Social Media in the Contact Center • Get closer to customers • Spot trends • Identify influencers • Create customer advocates • Provide 360 degree customer care

  9. How Social Media Queuing Works

  10. How Much Does it Cost • Social Media Queuing is included with ZCC Email Queuing • Costs for Social Media Monitoring tools vary (approx $600 per month on average) • There are also free tools available (facebook, twitter, Google Alerts)

  11. Thank you! Don’t forget to follow us on:

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