Social Network Marketing and Contact Center Integration

   

The interest surrounding Social Networks and their potential for transforming aspects of contact center operations is beginning to catch on.

Piercetech has been strategizing with clients on the use of social networks and offering services to clients based on Social Network monitoring since 2007.

Core technology that has just recently become available in the last several months enabled Piercetech to even more productively and cost-effectively bring the advantages of Social Networks to clients' centers.

Piercetech's Social Networking services are based on that state-of-the-art technology, proprietary analytics, experience with Social Networks and years of experience in all facets of call center integration including sales and lead generation, campaign development and enhancing customer knowledge & management through increased utilization of CRM systems.

“Tweets”, “Likes”, “Wall Postings”... all provide tremendous insight into existing customers’ and new prospects’ current needs, interests, preferences, disappointments and more.  Piercetech enables clients to harnesses the power of social networks (Twitter, Facebook and others), blogs, affiliate groups, on-line forums and more by monitoring for and gathering as much information as possible; then, using skills and integration provided by Piercetech, clients turn that information into competitive advantages from multiple perspectives.

Piercetech's experience and vision for Social
Networks benefit companies and their contact centers

  • ENHANCED CUSTOMER SERVICE
What are your customers' opinions of your company at the time of their calling? How can that information be used to route them to the most appropriate agent or agent group? How can customers' CRM profiles be made more complete and valuable? How much would it benefit your company if you could proactively contact dissatisfied customers and address their issues? Being able to have your systems and staff make real-time decisions based on this knowledge takes customer service to the next level. Piercetech can show you how, in detail, to accomplish these needs.

  • IMAGE MANAGEMENT
What is being said about your company, its products and services on the networks? How accurate is it? How is it helping or hurting business? What can be done to correct misinformation? Piercetech can help you develop a strategy and implement the technology needed to do maintain an accurate and consistent market image.

  • NEXT-GENERATION LEAD DEVELOPMENT
How can the quality of leads be improved? What can be done to combat the high cost of leads and keyword searches? How can lead generation be brought "in-house"? Piercetech can show you how to combine technology, expertise and market knowledge to improve lead generation, make it more cost effective and seamlessly integrate it with CRM.

An additional advantage of developing leads in this way is that they are more germane and current. For example, one data source is the thousands of "self-affiliating" groups that continue to be formed on the Internet...a vast resource of communities of individuals and/or companies with closely related needs, product similarities, organization sizes, and interests. Piercetech enables clients to construct, screen, filter, and update lists by monitoring these group memberships and discussions – creating more targeted, up-to-date, unique lists.

  • IMPROVED INITIAL, CROSS- AND UP-SALES
What competitive products have callers recently purchased? How can purchases made by "high-influencer" members of social networks be used to increase sales? How can purchases of complimentary products sold by other companies be identified and used to target product recommendations to callers? Again, using a combination of new technology, expertise and integration capabilities Piercetech can support these types of sales-increasing capabilities, including incorporation of this information into outbound marketing campaigns and core CRM profiles.

At Piercetech, we call this as The New Voice of the Prospect. Piercetech clients are able to monitor the internet - Social Networks, blogs, affinity groups, etc. – for any mention of highly correlated or specific needs for their products and services. These are prospects' voices that may never have been heard if not for being set up with the technology and best practices to achieve it. Now, clients can proactively contact these customers and prospects, at the time they are expressing interest in the client's products and services, via the best identified channel.

  • AFFILIATE AND "SPHERE-OF-INFLUENCE" MARKETING
Affiliate Networks consist of companies whose products and services have a high correlation to purchases of a client's products and services. When a high-correlation product or service is being viewed or purchased on an affiliate's website, a relevant ad is for the client's product or service is "popped". Clicking on the ad initiates one or more actions, such as:

   
  • Presented with a referral form to complete for detailed follow-up
  • Taken to any page of the client's website
  • Request to be contacted via telephone, email or other method
  • Provided with a toll-free number to call

Sphere-of-Influence marketing involves participants are leaders of Social Network, blogs or other groups that have more than 500 friends or followers. These leaders range from Tweeters to group heads on Facebook to Meet-up group managers. The level of trust and confidence placed in the leaders is one reason that they have high membership followings. Piercetech enables our clients to identify group leaders to that will have an interest in recommending the client's. Followers are much more likely to click on a recommendation or "like" posted by the leader. These are the Social Networking equivalent of "word-of-mouth" selling; arguably the most effective method increasing sales.

Ad placement, coordination and tracking are what make these marketing methods possible. Affiliates and High-Influencers must be paid – reliably and accurately - for the qualified leads or sales they generate. This is a complex and very involved undertaking; Piercetech knowledge and best practices in these areas will ensure that the client receives the leads, that they are tracked to the correct Affiliates and High-Influencers and that the client pays them the fees they have earned.