KPN: Customer Experience by using social channels

Hello, I am Annemarie

@annemarieluijk

..

Our origin

Jamesfeed integratie in Salesforce D.m.v. een integratie met de Jamesfeed zien klantspecialisten direct in

Salesforce wanneer een er storing gaande is in het postcode gebied van de klant, dit door een duidelijke melding in de case

Content!

Background!Facts & Figures!KPI’s!

Service Cloud!Marketing Cloud!

2016 and onwards!

7

Internet

Service Cloud Route

Conversations

Setup Queues

Prioritize

Reply to SM via SFDC

Radian6

Listening

Monitoring

Social Command Center

Social Hub

Data Source Filters

Business Rules

Classifiers

Radian6 is used for global monitoring and listening. The tool is also used for business intelligence purposes.

The Social Hub is a business rule applica6on which forms an invisible bridge between Radian6 and the Salesforce Service Cloud. It enables KPN to automate several business processes.

• Service Cloud is used for case handling by the Social Care Agents and Specialists. It allows efficient and effec6ve case handling.

• Within the Service Cloud the Social Care agents use Cha6er. This enables efficient and effec6ve collabora6on between service departments.

Create Dashboards

Collaborate

Dispatching

Background

Content!



2016 and onwards!

Facts & Figures !!24/7!!120 agents!!2.500 posts per day!!100% average growth every year!!!

Content!



2016 and onwards!

KPI’s!

Content!



2016 and onwards!

Service Cloud

Labelling &

Dashboards

Pro-active Service Content

K.PN Custom URL

shortener

Content!



2016 and onwards!

Analytics

Transparency is your key to

success

Social Narrowcasting •  Direct customer feedback to

raise awareness •  Department specific content •  Continuous innovation to

always be one step ahead

•  Rollout continues throughout 2016, including mobile Narrowcasting.

Location driven signaling •  Pins are dropped based on

webcare data

•  Built-in threshold shows percentage change per region

•  Region specific posts, including actual content, are directly shown

A direct link between the customer and our Service Quality Center

SQC Cases

The problem we encountered •  Unexpected events can

disrupt infrastructure

•  Legacy systems do not detect external causes such as power outages

•  These external causes have a high impact on customer satisfaction

Shift to Chat

Data driven

Customer Journey

NEXT STEPS

Thanks for listening!

Any further questions or comments?

Find us on Twitter or Facebook!

@annemarieluijk @kpnwebcare

facebook.com/kpn

KPN: Customer Experience by using social channels

Presentations & Public Speaking

Transcript of KPN: Customer Experience by using social channels