Engagor Day II - Steven Degelaen - Telenet, a Social Care Story
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Transcript of Engagor Day II - Steven Degelaen - Telenet, a Social Care Story
Telenet, a social care story
11/04/2023Steven Degelaen - @sdegelaenOnline Conversation Manager 1
Telenet in a nutshell Social @ Telenet Telenet on social media Social care Tools Q&A
The next 30 minutes...
04/11/2023 2
4P cable operator in Flanders and Brussels
2.1M+ customers 2200+ employees 58% owned by Liberty Global
Telenet in a nutshell
04/11/2023 3
Internal guidelines• Everything is accessible, be responsible
De Gele Draad• Internal collaboration
Reporting• Daily, weekly, monthly, yearly• Know your audience
Social @ Telenet
04/11/2023 4
Geeky start of ^CH in 2007• Listen before you start talking
Main channels• Twitter (28K+ followers)• Facebook (70K+ fans)• Forums
Telenet on social media
04/11/2023 5Apr/12
Jun/12
Aug/12
Oct/12
Dec/12
Feb/13
Apr/13
Jun/13
Aug/13
01000020000300004000050000600007000080000
Followers
Fans
Specific content accounts (Telenet Entertaint, Sporting Telenet)
Conversation platform Snap!
Telenet on social media
04/11/2023 6
Cross-functional, non-silo approach Internal network is crucial• Know & involve everyone
Content calendar• Plan what you can, be ready for the rest
Co-creation & continuous improvement loop
Social care
04/11/2023 7
Social care team• Dedicated vs blended• Extended operating hours
Align with contact center & customer A social media crisis is not a 9-to-5 event, it
happens at 9 to 5 (on a Friday)
• Hire socials, not writers• Empower the team
Train your colleagues, send reports
Social care
04/11/2023 8
Evolution from free to professional tools
Reporting and engagement Workflow management To measure is to forecast
Tools
04/11/2023 9
Why Engagor @ Telenet?• 1 tool for many purposes
Blend all platforms and accounts into 1 tool Compare all metrics Determine campaign outcome Engage
Tools
04/11/2023 10
Why Engagor @ Telenet?• Flexibility (filters, dashboards, ...)
Tools
04/11/2023 11
Why Engagor @ Telenet?• Benchmark with competitors• Local presence & support• Easy rollout within contact center
Tools
04/11/2023 12
To develop further• KPI’s• Teams/workflows• Integration in/link to other CRM systems
for full overview
Tools
04/11/2023 13
Thank you!Questions?
04/11/2023 14Steven Degelaen - @sdegelaenOnline Conversation Manager