CXMSUMMIT

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MultichannelStrategy

Designing a Multi-channelContact StrategyTapping into new opportunities

Dennis StoutenburghCo-Founder ILD Corp, Stratus Contact Solutions@stratuscxm

378,000iPhones Sold Everyday

371,000 Babies bornEveryday

Mobile Usage75% of Emails60% of Facebook90% of Twitter

Changing landscape in customer communication provides unique opportunity to com-bine the assets of our outsource services division (call center and network) with our social media expertise (SocialStrategy1) to provide clients a best in class multi-faceted customer care and lead generation solution

Stratus Contact Solutions Launched in early 2012

Multi-Channel Customer Care and Lead Generation

Stratus Contact Solutions

Customer Life Cycle: Acquisition to Advocates

Prospect Need Identified

BrandAdvocates

CustomerCare/Loyalty

PurchaseDecision

OnlineResearch

Direct Response marketing has changed, although TV still builds awareness, customers refer to the web to make purchase decisions.

Direct Response (Inbound)

Social Media &Customer Reviews

Email Call Center

Web ChatSocial Media Monitoring

If you only greet customers when they call, you could be missing lead generation opportunities every minute.

Lead Generation (Outbound)

Social Media Monitoring can identify leads

Customers have open conversations about products & services

Engage & Direct customer to take

action

1. 2. 3.

Social Media Lead Generation

Real Estate Case Study

Loyalty is now driven by a business’s interaction with it’s customer when & where the customer chooses to interact

The Connected Customer

The way people communicate has shifted to the web

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Enabling Social Media Customer Care

Social Engage CRM Chat Email VoiceCommunity

How are we making the shift?We marry deep social media technology and subject experts with call center operations toprovide an integrated offering driven by the client objectives.

Our products and services include:

Employees need to be trained in fundamentals of social media�� How to engage using appropriate protocols �� Removing canned responses�� %HVW�SUDFWLFHV�DQG�PRYLQJ�WKH�FRQYHUVDWLRQ�RIÀLQH��� 2SHUDWLRQDO�FKDQJHV�LQ�4XDOLW\�$VVXUDQFH�DQG�52,�0HDVXUHPHQW��

Traditional call center employees are not effective in social media just because they have been provided the tools.

What have we learned?

Without establishing protocols and utilizing best practices, there is a significant risk of error on a major scale.

Social Media Blunders #fail

Social Media Blunders #fail

Social Media Blunders #fail

Loyalty is now being built when and where the customer chooses

Customer Care & Reputation Management

Social Media Email Call Center Web Chat

Social Media Monitoring

Mobile Web &7H[W

CustomerReviews

Integrated Offering Powers Stratus Clients

Sales Leads in 7ZLWWHU

Product Reviews & Sentiment

Stratus - Client Services

Stratus provides customized solutions for connected businesses who need to engage customers and comprehend data beyond the traditional call center.

Our customer experience professionals become your brand advocates with real-time multi-channel engagement tools.

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�� Communications�� Direct Response�� Education�� Financial Services�� CRM

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SocialStrategy1

Unlimited Saved Searches

Full Media Monitoring

Unlimited Mentions

Unlimited Campaigns

Unlimited Users

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Custom Feeds

White Labeling

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ManagedFull service for businesses

swimming in data.---------------------------------

SaaSFor agencies &

social media listening.-----------------------------

DetailsWe offer two product categories:

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For More Information &Upcoming Events

StratusContactSolutions.com

CXMSUMMITTake Away

InnovativePartners

EngageCustomers asIndividuals

Seek data thatcomplimentsyour strategy

ProvideMeasurableReturn