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Strategy
Platform
Channel strategy
• Global + Regional accounts
They want to achieve:
• Brand awareness
• To enhance Social care
• To increase engagement
• Customer journey overview
Social Care
• No dedicated team
• Chatbots vs. Tailored responses
Social listening
• Crisis identification
- Brand mentions
- Product mentions
• To be up-to-date – New trends in the market
- Used by Marketing and product managers
• Prospects identification
- Topics undirectly related to Rackspace
Lead generation
• Just started to define a leadgen strategy.
Usage
• Publishing & Planner
• Monitoring and engagement
• Reporting
• Social Automate
• Care – Integration with Service cloud SFDC
• Sales – Integration with Sales cloud SFDC
• Analytics tool integration (w/ Salesforce)
• Chatbots
• In process
Social Studio purpose
• To streamline work process and improve workflow
• Inbounds management.
• Governance – overview of all their pages’ performance.
• To reduce headcount – automation
• To increase customer loyalty
Conclusions
• Social studio’s support is one of the most appreciated values.
• Social studio compared to Sprinklr is…
- Easier to use – need less management
- More affordable
- Easier integration processes
- Less limitating
• Unlimited licenses
• SFDC at no additional cost
• Better integrated with Salesforce
+50 licenses
+20 accounts
1.5 years of usage
100% B2B
+380k Followers
+34.7k interactions
+3.9k posts
• Youtube is managed externally due to API limitations
They used to have 8 people team that it is no longer necessary thanks to Social automate.
Meanwhile non-technical queries are answered by chatbots on Facebook, Technical questions are assigned to a expert in that specific topic, providing a personalized response and trying to create an engaging conversation with the user.
• They listen to any
conversation about topics
they are specialized so
they can give a detailed
explanation – Out of their
owned channels-
• They use a DAM – not integrated = + mannual
• They listen to any conversation
about topics they are specialized
so they can give a detailed
explanation – Out of their owned
channels-
