LISTENING, UNDERSTANDING AND ENGAGING CUSTOMERS ON SOCIAL MEDIA

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1 LISTENING, UNDERSTANDING AND ENGAGING CUSTOMERS ON SOCIAL MEDIA

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3 GLOBAL SCENARIO FOR MOST ORGANIZATIONS, SOCIAL MEDIA STILL REPRESENTS A CHALLENGE TO BE ADDRESSED. Customer requests and personal data directed through social networks is the new innovation frontier for Customer Care. Organizations are already promoting brands on TWITTER FACEBOOK YOUTUBE INSTAGRAM MANY OTHERS But little progress has been made ever since 67 % OF CUSTOMERS HAVE USED A ORGANIZATIONS SOCIAL MEDIA SITE FOR SERVICE. 80 % OF CONSUMERS ARE LIKELY TO TRY NEW THINGS IF A FRIEND SUGGESTS ON SOCIAL MEDIA. 54 % OF CUSTOMERS HAD A POSITIVE EXPERIENCE ON SOCIAL MEDIA, HALF OF THEM BECAME BRAND ADVOCATES, WHILE THE OTHERS, WHO RECEIVED POOR SERVICE, BECAME DETRACTORS. OUR EXPERIENCE Teleperformance has a wide range of Social Media clients in different regions. We have experience working with companies from almost every vertical, such as, Financial, Pay TV, Consumer Electronics, Retail, Public Sector, Technology, Media, and others. We map the Social Media Environment in order to have a deep understanding of consumer behavior, opinions on brands, competitors, services, and word-of-mouth mechanics. We deliver a customized set of analytical reports to our clients. A team of Data Analysts go through millions of internet and social media sites using special software, besides customer analysis, e-performance can also serve as a Competitive Analysis of your brand in comparison to others. OUTSTANDING RESULTS 92% increase in the number of retweets for a major Consumer Electronics company by engaging with customers on Twitter, according to the top call drivers from their voice channel

4 By 2014, 4 billion people are expected to be online. ARE YOU AWARE OF WHAT PEOPLE SAID ABOUT YOUR BRAND YESTERDAY? E-PERFORMANCE IS TELEPERFORMANCE S SOLUTION TO ENGAGE, INTERACT AND CONNECT YOUR BRAND AND YOUR CUSTOMERS IN ALL SOCIAL MEDIA CHANNELS. It helps organizations to get the most out of Social Media. It drives customer satisfaction through a combination of customer knowledge and engagement through a 3-component solution: 1 BUZZ MONITORING 2 ENGAGEMENT 3 INSIGHTS We help our clients to develop their social media strategy and interact with customers on social media. We manage our clients Social Media channels and interact with posts identified in different social media networks applying our people management and customer experience know-how to the Social Media environment, building customer loyalty and advocacy for our clients. We consider that business process design and multichannel integration is critical to implementing a successful social CRM combined with the PR/Communications skills of our Social Media Analysts. We conduct sophisticated big data analysis combining social media information with contact center data from all channels, delivering insights and recommending action plans to improve the customer experience. Either strategic or operational actionable Insights provided through a deep study of the client s business, market and operations provided by experts in Research and Big Data. Two Communications Industry Awards received in the UK and ranked first in EMEA region for Use of Social Media in Contact Center regarding the social media engagement generated by an e-performance program within the Public Sector. Competitive Strategy Leadership Award: Product innovation and visionary market positioning with the e-performance Solution for Social Media.

5 ENGAGE, INTERACT AND CONNECT PEOPLE TO BRANDS e-performance is a pioneer, and thus far, a unique solution in the contact center environment to address social media customer care. With e-performance, Teleperformance now has a complete client support platform, unifying speech and giving full support to voice and non-voice channels to generate insights for their clients, helping them with decisions about products, services, and processes Juan Manuel González, Frost & Sullivan Industry Manager

6 FOR MORE INFORMATION: FOLLOW US: /teleperformance blog.teleperformance.com /company/teleperformance

7 ENGAGE, INTERACT AND CONNECT PEOPLE TO BRANDS e-performance is a pioneer, and thus far, a unique solution in the contact center environment to address social media customer care. With e-performance, Teleperformance now has a complete client support platform, unifying speech and giving full support to voice and non-voice channels to generate insights for their clients, helping them with decisions about products, services, and processes Juan Manuel González, Frost & Sullivan Industry Manager