Internet is becoming the ultimate interface between people and brands. According to the Internet of Things concept, increasingly more objects around us will be connected to the internet infrastructure. The trend will become even more evident in 2-3 years. That's why brands must monitor ongoing internet discussions and actively participate in them. Call center businesses are inherently best prepared to provide such services. In this presentation we are going to demonstrate how we made our call center experience an advantage for creating Social Media Sales, a service supporting sales and customer support within social media.

1. HOW TO USE THE POWER OF
CALL CENTER IN SOCIAL MEDIA
Based on the experience of creating
Social Media Sales ser vice .
Bartłomiej Rak
CCIG
bartlomiej.rak@ccig.pl
London, 01.10.2014

3. ONLINE IN
60
SECONDS
2.66M
SEARCHES ON G
14
SONGS ADDED / SPOTIFY
70
DOMAIN REGISTERED
5M+
VIDEOS VIEWED ON YT
540
VINES
15K
SONGS / ITUNES
1.8K
POSTS ON WORDPRESS
4.7M
POSTS ON TUMBLR
67K
PHOTOS ON INSTAGRAM
PINS ON PINTEREST
293K
STATUSES UPDATED ON FB
88K
CALLS ON SKYPE
1.1K
PHOTOS ON FLICKR
433K
TWEETS ON TWITTER
277K
SNAPS ON SNAPCHAT
NEW USERS ON LI
3.4K
120

4. And this world is going to change a lot over the
next few years…

5. www.theconnectivist.com

6. Smart Socks
HAPIfork The Internet
Of Things
Beam Brush
Canary Smart Tennis Racket
http://www.slideshare.net/ValaAfshar/internet-of-thingsslideshare

7. A Little Money A Lot of People
A Power of
Crowdfunding
$ X =
By pooling small
contributions of money…
…from groups of people
who share common
interests
…everyone has the power
to achieve financial goals!
$
$
$

8. www.everlane.com

9. CONSUMER
NOW FUTURE
2014 2017
Content generator Factory of data
Competitive Collaborative
Online & offline Fully integrated
Globalisation Personalisation

10. Brand Consumer
Actually consumer service is connected with
small part of brand internet space.

11. Brand Consumer
The intersection belongs to advertising agencies which
are thinking about “marketing” rather than customer
experience, sales, leads…

12. Brand Consumer
In the next 3 years brand space and private space
will get closer.

13. We will not give a “like” to brands, we will add
them to our friends list.

14. People will want to talk with brands in the same
way that they are talking now with friends.

15. Is there other entity better prepared to manage
this conversations than call center companies?

16. Call Center Marketing Agency
Knowledge & experience Understanding of channels
Know how to talk with individuals Familiar with social communities
Business meters (leads, sales) Marketing meters (likes, engagement)
Team of consultants Team of marketers
Software (CRM etc.) Word, Excel

17. Predict some acquisitions on the market!

18. From a brand perspective, there will be an increasing desire and need to
use data from multiple sources to inform their engagements with customers.
That data will be used to deliver contextually relevant communication where
the brand recognises who the person is, where and when they are, and
what they are doing or want. By 2020 (…) consumers will expect a
seamless omnichannel experience that sees them switching between
channels without making a conscious decision about which one they are
using.
!
Paul Berney
CEO mCordis

19. + + +
We are prepared - Social Media Sales service

20. 1. Keywords

21. 1. Keywords

22. 1. Keywords
2. Channels

23. 1. Keywords
2. Channels
3. Sales

24. 1. Keywords
2. Channels
3. Sales
4. Knowledge

25. @UK Ministry of Defence | CC BY-SA 2.0
TEAM
• social media addicted

26. @UK Ministry of Defence | CC BY-SA 2.0
TEAM
• social media addicted
• multichannel (knowledge about many platforms)

27. @UK Ministry of Defence | CC BY-SA 2.0
TEAM
• social media addicted
• multichannel (knowledge about many platforms)
• multidisciplinary but focused on customer
(#sales, #cs, #cx)

28. @UK Ministry of Defence | CC BY-SA 2.0
TEAM
• social media addicted
• multichannel (knowledge about many platforms)
• multidisciplinary but focused on customer
(#sales, #cs, #cx)
• with great writing skills

29. @Vladimir Agafonkin | CC BY 2.0
STRATEGY
• effective social monitoring tools (we have already
tested 6 different)

30. @Vladimir Agafonkin | CC BY 2.0
STRATEGY
• effective social monitoring tools (we have already
tested 6 different)
• access to knowledge and client databases

31. @Vladimir Agafonkin | CC BY 2.0
STRATEGY
• effective social monitoring tools (we have already
tested 6 different)
• access to knowledge and client databases
• clear rules of cooperation with the marketing
department

32. ENVIRONMENT
• never 1 on 1 -> specified moment of
transferring discussion to the Livechat
@Scott Cresswell | CC BY 2.0

33. ENVIRONMENT
• never 1 on 1 -> specified moment of
transferring discussion to the Livechat
• diversified in terms of impact -> own
algorithm or for e.g. klout.com
@Scott Cresswell | CC BY 2.0

34. If there is something new in your market it does
not have to be new to others.
Intelligence revolution has started…

35. THANK YOU
Bartłomiej Rak
CCIG
bartlomiej.rak@ccig.pl
fb.com/bartlomiejrak
Feel invited to visit our fair stand
number H22.