Manage your Online Reputation with Simplify360

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Simplify360 for Online Reputation Management
Introduction Presentation
2014

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Objective
 Industry Challenges Simplify360 is addressing
 How Simplify360 delivers the solution
 Simplify360 Feature Details
 The Simplify360 difference

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Industry Challenges Simplify360 is addressing
Online Reputation Management

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How the reputation of your brand is
driving your customer’s decision?

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Two-thirds of the touch points during the active-evaluation phase
involve consumer-driven activities such as Internet reviews and
word-of-mouth recommendations from friends and family.
Image Source: mckinsey.com

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Technology Challenges for the industry
Massive amount of user data being
generated every seconds.
Every now and then new social networking
sites are launched.
Data security and privacy concerns are ever
rising making most social networking sites
closed.
Companies not aware of technologies which
can track brand reputation.
Challenges

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Framework to follow to manage your Online Reputation.
Monitor
Initiation, Definition and
Planning of the campaign.
Identify Risks
Continuous Monitoring
ORM consulting Report
Analyze
Resource Allocation
Analysis of Reputation
Online Reputation
Optimization
ORM Performance
Measurement
Monthly ORM Report
Influence
Feedback of Campaign
Issue Resolution
Optimization
Loyalty Program
Continuous Improvement
Service Level Agreement

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How Simplify360 delivers solution
Social Customer Service

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Simplify360 is technologically equipped to
solve this challenge.
Listening
• Simplify360 can
track conver-
sations across
all the popular
social
networking
sites, along with
over 500 million
blogs, news and
discussion
forum.
Intelligent
Prioritization
• Simplify360’s‪
intelligence
routing and
prioritization
technology can
automatically
identify the
threat and
assign to the
concern team.
Case
Management
• Simplify360
consists of
user-tested
workflows and
case handling
capability which
will allow agents
and super-
visors to effic-
iently handle
new cases.
Performance
Reporting
• Simplify360 is
equipped with
an analytics
capability to
deliver real-time
performance
reports and
customer
insights.
Integration
• In addition,
Simplify360 has
open API
framework
which makes it
easy to
integrate with
other software.

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Simplify360 has a successful
support and training program.
Pre-defined training
programs with dedicated
training personal.
Designed Testing
module for agents and
supervisors to score the
capability.
Training materials and
worksheets for internal
consumption.
Accessible Self Help and
support system.

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How Simplify360 implements the ORM? (1/2)
Listening
Identifying
Threat
Prioritization Routing
Before Agents receive a new case.

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How Simplify360 implements the ORM? (2/2)
After Agents receive a new case.
Case Handling Tracking performance
Responding
Rerouting
Recording
Case
Details.
Customer
Details
FAQs
Case
History
Response
Time and
Team
activities.
Case Information

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Threat Identification/Resolution using Simplify360
Customer ORM Team Supervisor
Customer
facing an
issue.
Calls Support
for help
Disappointed
by the service.
The issue is
escalated to
Social Media by
the Customer.
The customer
grievance reached
to mass.
The experience with the Call Center is most often
tedious due to delay in getting in touch with the
ORM Team. Hence calls are likely to be
abandoned leaving customer frustrated.
Most often the customers are not aware
of official channels. Hence tracking for
the web is utmost important.
ORM team
monitoring the cases.
The message is detected
by Simplify360’s
Monitoring System can
pushed to the system.
The message is automatically prioritized
and routed to the concerned ORM Team
within seconds.
Intelligent
Prioritization
and Routing
Algorithm.
Customer’s historical
interaction and data
recorded previously in
Simplify360.
Simplify360’s knowledge
repository for supporting
ORM Team close the case
efficiently.
ORM Team can immediately
reach out to the customer and
close the case using customer
history and help system.
Supervisor can monitor the
response time of the ORM
Team and accordingly score
his/her performance.
Simplify360 real-
time reporting
dashboards.
Delighted
Customer
Brand
Appreciation
Beginning

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Simplify360 Feature Details
For ORM Team

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Listen to all the brand conversations
in Real-Time
 Track relevant
conversation from
across the web using
keyword queries and
filters.
 View all the messages in
real-time stream to the
system.
 Filter messages using
social media filters.

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Get detailed brand ORM Report.
 View the trend in the buzz and
segment the conversations into
different units.
 View the most active platforms
and best time to engage.
 Use social media filters to slice
and dice the data.
 Discover the key trending topics
and keywords.
 Export reports and share with
other team members.
 Compare and benchmark
against your competition.

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Discover Influencers (Promoters/Detractors)
 Identify all the influencers on Twitter and Facebook for your brands and engage
with them.
 Sort influencer’s with respect to their followers and followings.
 View profile details of the influencers and their updates.

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Intelligent Prioritization and Tagging
 All the messages in
Simplify360 are
automatically tagged
based on the rules set by
the supervisors.
 Along with tags, each
messages are given a
priority score.
 Priority score can be
modified based on the
requirement.

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Auto Case Routing and Workbaskets
 Supervisors can
create rules to auto
assign messages
based on different
severity levels.
 Supervisors can also
create workbasket to
define separate
support teams within
the support group.

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Responding to messages and scheduling.
 Marketers can respond to
complaints from the system
itself.
 Marketers can even
schedule the response if the
urgency is not very high.
 Simplify360 provides agents
to respond with LONG
messages on Twitter or
send a SECURED
messages.

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In built Knowledge Repository for Agents
 Simplify360 provides a way for
Supervisors to create complete
FAQs which Agents will need
while responding to messages.
 Agents can access the FAQs
while responding from the
console.
 Supervisors can also create
CANNED messages and STOP
words to provide extra support for
agents while responding.

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Case management and history
 Agents can take actions on
cases using list of action buttons
present in the message section.
 Agents and Supervisors can
view the status of the messages
through intelligent indicators.
 Agents can record the case
details and Supervisors can
download the case histories.

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Performance Reporting and Alerts
 Supervisors can view the
status of all the tasks in
Real-time through
dashboards.
 Supervisors can also set
email ALERTs to receive
daily/hourly reports from the
system.
 Supervisors can track
performance of all the team
members through intelligent
dashboard and metrics.

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Simplify360 the difference
Social Customer Service

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 Listed amongst TOP 10 SMM tools by PR2020 and SocialMedia8.
 Trusted by Global partners (Tech Mahindra, Hinduja Group, Wipro, Intelliverse,
Websia etc.)
 100+ Clients across 11 countries.
 Monitoring and rendering in 54 Languages and analytics in 27 languages.
 Strong partnership with Economic Times and New York University NYU Stern
for providing Social Media Data.
 Solution implemented for one of the TOP 5 Telecom companies in the world.
 Integration with all the major CRM and Enterprise Platforms.
Why Simplify360 ?

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Leaders use Simplify360
Global Clients
Resellers / Partners

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Agency & Research Enterprise
Key Implementations – Client Categories
 Implemented a Market Intelligence Practice for ITC
Foods
 Brand, Competition and Intelligence Reporting time
decreased from months to real-time
 Helped ITC Foods to better the Social Media
Marketing efforts
 The company now responds to every customer query
happing from anywhere.
 Set-up Social Media Analytics and Research Practices
 The agency cut delivery cost in half
 Lowered reporting time from days to hours;
increased client conversion rate by over 50%
OEM Combination
 In-premise installation of Social Media Contact
Centre for TOP global Telecom company.
 Happened first time in the World; platform running in
complete security set-up within client’s firewall
 Effectively managed the customer queries; response
time lowered by 80%
 Using Simplify360 as Social Media Contact Centre
 Successfully serving global clients through partners.
 Highly successful in serving Customer Service via
Social Media
 Reduced Response time by more than 80%
 Reduced the cost per response by more than 80%.

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Key Implementations - Use Cases
USE CASE - Customer Service Contact Centre
SOLUTION PURPOSE BENEFITS
Social Media Customer Contact
Centre
Address Enterprise’s increasing
requirement to respond to online
complaints and feedback in real-time
Reduces
•Customer response time to resolve new complaints
•Risk of losing brand image due to online complaint escalation
Increases
•Customer Satisfaction
In-premise Social Media
Command Center
Provide:
•Secure response management and
tracking
•Seamless integration with the
existing Enterprise Systems
Advantages:
•Complete control over the system and opportunity for future
customization
•Complete ownership to the data and control over conversation flow
USE CASE – Marketing Research
SOLUTION PURPOSE BENEFITS
Social Media Analytical Report
on Media Channel
Provide:
•In-depth analysis on the
conversations happening around TV
shows
Insights delivered
•Audience insights on what drive online conversations
•Competitive analysis on what TV shows were being talked most
•Audience sentiment towards the TV shows and its actors
Social Media Analytical Report
on FMCG Brand
Provide:
•Comprehensive study on all the
product lines of FMCG brands
•Tracks their online presence. along
with their respective competition.
Insights delivered
•Complete landscape of the FMCG’s brand presence v/s it’s competitors
•Key insights on most talked campaigns and why
•Insights on how consumers respond to FMCG brands and their
sentiments

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