Social Media Management A Control Center For State-of-the-Art Customer Relations

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1 Social Media Management A Control Center For State-of-the-Art Customer Relations FACEBOOK TWITTER GOOGLE+ BLOGS/FORUMS YOUTUBE SOCIALCOM MARKETING/PR CUSTOMER SERVICE FINANCIAL ACCOUNTING SALES COMPLAINT MANAGEMENT Product Overview SocialCom covers the entire communication cycle taking place between the customer on the social network and your employee: Comprehensive monitoring of the desired social networks based on the latest statistical and semantic classification procedures. Relevant messages are gathered, analyzed and pre-classified according to voice, atmosphere, and category of the text as a whole and keywords occurring, etc. Additional features include e.g., setting an internal influencer status or the internationally established Klout Score as well as automated translations into more than 78 languages. There are various options for editing or replying to messages directly through the Telenet SocialCom user interface (web front end). Forwarding and posting of responses in the original network. Analyzing communication on social networks with real-time overview by freely definable and configurable reporting and analyzing options, incl. internal KPIs. The system is pre-trained for your contents and can easily be re-trained for new demands in real-time and with little effort. Due to multi-tenancy capability it is possible to manage various projects or customers. The training feature Sandbox allows a quick introduction. Social Media Management

2 SocialCom is available with a variety of features and facilitates individual configurations according to your specific requirements. The product is available as a licensed or SaaS version. Key Benefits Customer proximity and satisfaction Cost efficiency and fast ROI due to optimized service processes Competitive advantages due to new communication channels Shorter response times Higher productivity Efficient staff assignment Low training requirements No external support needed No changes in infrastructure Good reputation management Do you have any questions or require further information? Learn more about our social media management solution on a live webcast or test it as trial version. Contact our sales team via telephone or socialcom@brightone.de. Social Media Management

3 Social Media CRM Integration From Hotline to Contact Center 2.0 RESPONSE SOCIAL MEDIA COLLECTOR CONTACT CENTER INTERFACE DATABASE CATEGORIZATION COMPANY CUSTOMER CRM DATABASE CONTACT CENTER INTERFACE NOTIFICATION Product Overview With SocialCom we embark on an open integration strategy. Add to your social media management tool with the following features: Accurately targeted forwarding of messages through the existing incident management system (UHD, Ticketing, CRM) to agents or agent groups in charge of particular topics by automated or manual categorization of data according to internal processes. Your existing desktop (UHD, Ticketing, CRM) can be used for editing and responding to requests. brightone SocialCom basically only provides an administrative configuration of the system and runs automatically in the background. Different agent statuses allow transparent viewing on the management level. Links to third-party systems through different enterprise integrations patterns (JSON, XML, CSV, SOAP, EJBs, IRC, IMap, SMTP, POP3, HTTP, etc.) are possible. For specialists outside the classical contact center, dispatch can alternatively be used for processing. SocialCom is available with a variety of features and facilitates individual configurations according to your specific requirements. The product is available as a licensed or SaaS version. Social Media CRM Integration

4 Key Benefits Customer proximity and satisfaction Cost efficiency and fast ROI due to optimized service processes Competitive advantages due to new communication channels Shorter response times Higher productivity Efficient staff assignment Low training requirements No external support needed No changes in infrastructure Good reputation management Do you have any questions or require further information? Learn more about our social media management solution on a live webcast or test it as trial version. Contact our sales team via telephone or socialcom@brightone.de Social Media CRM Integration

5 Social Media Content Management System All Channels and Platforms At A Click FACEBOOK TWITTER GOOGLE+ BLOGS/FORUMS YOUTUBE SOCIALCOM MARKETING/PR SUPPORT Product Overview With the SocialCom content management system you decide when and on which networks you wish to post multimedia contents. Operation is facilitated through features such as bit.ly link shortener or the targeting option. SocialCom is available with a variety of features and facilitates individual configurations according to your particular requirements. The product is available as a licensed or SaaS version. Key Benefits Customer proximity and satisfaction Cost efficiency and fast ROI due to optimized service processes Competitive advantages due to new communication channels Shorter response times Higher productivity Efficient staff assignment Low training requirements No external support needed No changes in infrastructure Good reputation management Social Media Content Management System

6 Do you have any questions or require further information? Learn more about our social media management solution on a live webcast or test it as trial version. Contact our sales team via telephone or socialcom@brightone.de About brightone More than 30 years of experience have made brightone Consulting GmbH an expert for customer experience management. From consulting over system integration to operation and support we are the number one for complex contact center projects in Germany. We assist you in setting up your customer service to make it faster, more efficient, intelligent, comfortable, automated, personal and independent of any particular location across all channels. Our segments CX consulting, CX co:lab, CX platforms and CX care provide sustainable competitive advantages due to practically-oriented and individual cooperation beyond the common standards. brightone Consulting GmbH Erika-Mann-Straße Munich Germany telephone telefax info@brightone.de