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Understanding Social Media Queuing: Importance and Insights

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Social media queuing refers to the process of managing interactions on social platforms effectively. In today's digital landscape, approximately 75% of online adults in the U.S. use social tools, making it vital for brands to engage properly. The power of social media is evident in success stories like Old Spice and the challenges faced by brands like United Airlines. Monitoring online conversations and using effective queuing strategies can enhance customer care, identify trends, and boost engagement. Discover how social media queuing can benefit your business.

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Understanding Social Media Queuing: Importance and Insights

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Presentation Transcript

  1. Social Media Queuing What is it and Why do it? Name, Title

  2. What is Social Media?

  3. All Aboard! Three in four US online adults now use social tools* If facebook was a country it would have the third largest population in the world (after China and India) *Forrester Research

  4. The Power of Social Media • Old Spice Commercial • Perception Issue • The Challenge

  5. Old Spice • 3 Day Follow-up Campaign • Day 1 - 5.9 Million Views • Day 3 - 20 million Views • 90,000 Twitter Followers • 675,000 Facebook Fans

  6. The Negative - United Airline • Issue: Broken Guitar • Poor Customer Service • Wrote a song posted on YouTube • Within 4 days 1.5 million viewings • Currently greater than 10 million viewings • ACSI United rating -21.1% • Industry Average -11.1% • Stock drop 10%, 180 Million

  7. What is Social Media Monitoring? Monitoring online conversations

  8. Social Media in the Contact Center • Get closer to customers • Spot trends • Identify influencers • Create customer advocates • Provide 360 degree customer care

  9. How Social Media Queuing Works

  10. How Much Does it Cost • Social Media Queuing is included with ZCC Email Queuing • Costs for Social Media Monitoring tools vary (approx $600 per month on average) • There are also free tools available (facebook, twitter, Google Alerts)

  11. Thank you! Don’t forget to follow us on:

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