In 2011, Bright House Networks, the country’s 6th largest TV, internet and phone provider, launched social customer service for its 2.4 million customers. The benefits of adding social media as a customer service channel in addition to its phone, email and live chat went beyond the operational efficiency and customer satisfaction benefits. The unexpected business benefits included lead generation, competitive intelligence, timely feedback about newly launched products, and an early warning system for product or service issues. Since 2011, Bright House Networks team worked with their team members and MutualMind to continuously enhance the social customer care program and to leverage social intelligence for multiple stakeholders in the company. Their focus on data and analytics has resulted in positive social media ROI.
Today, at the CIMI Call Center Demo Conference in Atlanta, Brian Weber from Bright House Networks and Eric Swayne from MutualMind will be talking about the best practices around social customer care. More information about the session is below and on ICMI conference website.
This case study addresses the key elements of a successful social customer care program:
This session provides you with a structured implementation strategy and check list to launch your own social media support implementation.
At MutualMind we have developed a sophisticated listening, response and workflow system that allows brands and organizations of all sizes to provide excellent customer care over all social channels. The unique performance dashboard allows customer care team members to mange their tasks and see their performance in real-time. We are thankful to Bright House Networks for their feedback over the years.
Missed the conference but interested in learning more about our social customer care offering? Drop us a line and we’ll be happy to show you a demo of our award-winning social technology platform.
Today we are announcing the launch of version 2.0 of our Social Media Command Center product. The next-generation social command center adds a sophisticated real-time visualization layer to the powerful listening and analytics on the desktop. The new version debuted today at Twitter’s headquarters office in San Francisco, in conjunction with the Brand Innovators Mega-Trends Conference.
Live streaming video of the Command Center in action is available during the event here: mutualmind.com/brandinnovators.
Here’s what makes MutualMind solution unique and affordable.
The MutualMind Command Center (MCC) ushers in world-class technology to bring together the latest advances in real-time social media listening, analytics and engagement for brands, agencies, and platform developers alike. Integrating robust social listening queries, multi-lingual sentiment analysis, pre and post collection filtering with real-time response and advanced visualization and workflow management, MCC brings together the first scalable platform of its kind, optimized for both rapid deployment. And it costs just a fraction of legacy “conference room installation” solutions.
The MCC platform delivers full social footprint measurement by combining state-of-the-art listening analytics in 53 different languages with visual and location metadata from leading social sites, millions of blogs, news services and forums. Command Center is also available in twoin two deployment modes: 1. Permanent-Mode for Corporate HQ or digital operations centers and 2. Fast-Deployment Mode for short-term public or private events.
Each Command Center screen is provisioned through our simple, widget-based, drag-and-drop Canvas Editor. Users can develop screens in a practically infinite array of configurations by adjusting the size, time frame, keyword focus and metadata filters of each widget. Each screen can also be managed, altered or updated remotely through the Canvas Editor, without ever having to access the presenter’s computer. MCC has a rapidly growing library of visualization widgets currently including Geo-Data Heat Maps, Trending Topic Clouds, Social Content Feeds, Social Image Feeds, Keyword Sunburst Breakdown, and many more.
With an MSRP subscription license of approximately $2,000 per month, MutualMind Command Center is designed for businesses of any size needing to add real-time social data visualizations for brand management, social marketing, crisis management or customer service. We also offer limited-duration Event-Based Command Centers, which include an entire social listening campaign-in-a-box start at just $3,000.
Got questions or would like to setup a demo for your team? reach us at info at mutualmind dot com or at @mutualmind.
This is the week of the big event for marketers: Direct Marketing Association’s annual event in Chicago. The conference attracts marketers from all over the globe and offers tracks on lead generation, content marketing, social marketing, data and analytics and real-time marketing. The keynote by Scott Stratten was a big hit and the one by Nate Silver is another highly anticipated one. We are proud to announce that MutualMind is a sponsor of DMA13.
As part of our 2013 Social Media Command Center Roadshow, we have powered the command center at #DMA13. This is a great example of “walking the talk” as it shows a real world example of what marketers can do with powerful social listening, analytics and visualizations.
For more information about our unique social listening-as-a-service for partners and agencies, social media analytics and real-time command center, please visit the MutualMind team at booth 674.
We are pleased to announce the release of one of the top most requested feature in MutualMind Insights Dashboard: on-demand PDF reports. Here’s a bit of a background. Since our launch in 2010, we have taken a unique approach to summarizing a team’s social media analytics work in client-ready PDF reports.
The key strengths of our reporting module include:
Of course there are times when you need reports for a specific duration, say 15-days or a quarter etc. With the new on-demand reports, you can now define a custom date range and generate the report. You will notice a new tab on the reports page, as shown below.
Our engineering team revamped the architecture of reporting to provide maximum flexibility, upgraded the library for PDF generation and took great care to create better looking charts. We hope that you will find them useful. As always, we welcome your comments and feedback.