0
0
Strategy
Platform
Channel strategy
• Channels managed through Social Studio
• Youtube is not included since its level of inbounds is too low.
• Delegated governance
• Global Accounts
- Brand awareness
• Local Accounts
- Business
Social Care:
• Improving customer satisfaction.
- Dedicated accounts.
- Global support accounts
- Local support accounts
- Global support accounts
- Dedicated team in Indonesia.
Social listening
• Leads identification. Focused on Twitter.
Usage
• Publishing
• Planner
• Monitoring and engagement
• Listening
• Reporting
• Care – Salesforce integration
Social Studio purpose
• To streamline work process
and improve workflow
• To simplify the inbounds management
• To improve security
• To monitor customer care team
• Lead generation
Conclusions
• Ease of use
• Unlimited licences
• Seamless integration with Salesforce
• Inbounds Management
• Automatic sentiment score
• 6 realeases per year
• Axa’s social media expert perceives
Sprinklr as a powerful but expensive
and complex tool.
+200 licenses
+50 accounts
2 years of usage
20% B2B
+2.5M Followers
+250k interactions
+877k posts
Local support accounts @AXAInsurance
UK support
• Avg.900 queries per month
• 99% responsed inbounds
• Posting on daily basis
• Only text. 100% customer
care oriented.
• Avg. time response less
than 1 hour
Indonesia is the second largest country with more spoken languages.
Use Case:
Capturing leads for their automative insurances by listen to all Twitter users meantioning things related to this topic. E.g “What is the best automative insurance?”
• Inbounds
prioritization.
• Easy identification
by colors and
labels.
• Quick filter by
influencer or Word
recognition for
agent assigment
triage.
• Adding columns
with specific rules
to identidy easily
potential customers
to interact with.
