Social CRM Telenet Kommunikationssysteme GmbH
Telenet • Telenet Consulting
Telenet GmbH
Kommunikationssysteme
Erika-Mann-Straße 59
80636 München		 Tel: +49 89 36073-0
Fax: +49 89 36073-125
E-Mail: [email protected]
Internet: telenet.de

Telenet Consulting

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    01 MAKE A DIFFERENCE THROUGH VOICE: OPTIMAL IMPLEMENTATION OF VOICE PORTALS

    You wish to have a voice dialog solution that meets your demands and is perfectly adapted to your particular technical and economic situation? Then, we – the specialists – are a good match for you.
    Voice self services can be complex applications that are based on cross-linked IT and TC systems and various software modules.

    What we can do

    Starting from an intensive preparation phase up to completing the project successfully and beyond: From target group analysis and requirement definition to use-case workshops up to counseling concerning topics such as voice dialog design, implementation, and operation. Many years of experience in renowned projects ensure the high quality of our services.

    02 ATTENTIVE AND ACTIVE ON THE WEB 2.0

    Authentic dialog means that users of social networks are taken as seriously as customers who place questions, complaints, or requests via phone or e-mail. This is why social networks have to be integrated into the customer dialog. We advise you comprehensively as to your technical options and finding the right strategy for a successful customer service on the social web.

    HOW DO YOU BENEFIT FROM THIS NEW CHANNEL TO THE CUSTOMER?
    • You intensify customer proximity and increase customer loyalty because you reach your customers right where they are.
    • You reduce your response times and make sure your customers are happy.
    • You are able to optimize service processes and save money because customer requests can be attended quickly, achieving a high degree of case finalization. A fast ROI is guaranteed.
    • You know what your target groups think about you.
    • Social media as a channel for proactive customer counseling – because you will learn more about habits and demands through social networks.
    WHY SHOULD YOU – IF ON HAND – USE THE CONTACT CENTER?
    • The contact center is the central point of contact for your customers. Why should not the contact center control customer service on the social web?
    • The contact center is equipped with resources needed for professional services such as dialog competence, trained personnel, and the necessary infrastructure. From an investment point of view, the social media customer service should be part of the contact center.
    • The objective of social media in customer service is counseling not advertisement.
    • This is why social media customer service ought to be part of the contact center and not the marketing department.
    SOCIAL MEDIA STRATEGIES FOR YOUR CRM
    A strategic concept adapted to the demands of your business and customers is crucial when implementing a social media solution. The new system has to be integrated seamlessly into existing processes, complementing them usefully. To do so, all relevant questions have to be asked and carefully answered in advance:

    Which networks are important? What do customers expect? How do you identify factors that may influence your business success significantly?
    What standards are to be applied for communicating with customers in social networks? How does a meaningful answer of 140 characters via twitter look like?
    What kind of templates are of help to your agents? What analyzing criteria und analyzing profoundness are necessary for your application scenario? What has to be considered in view of data protection? And many more.

    Do you think about integrating social media into your customer service? Or are you looking for the right social media strategy? Feel free to contact Anja Bonelli, business development. Tel: +49 89 360 73 156, e-mail: 

     

    03 PROJECT-INDEPENDENT COUNSELING

    Our products do not exactly meet your customer requirements?
    Often projects are complex, i.e. requirements are little specified and changeable, implementation of technology is open. We will be pleased to support you in developing your project with our know-how!

    A project planned with another provider? Still, you need some assistance with the design?
    Regardless of your specific application of voice dialog and social CRM solutions we also provide our know-how in pure counseling projects.

    ARE YOU PLANNING A PROJECT AND NEED INDEPENDENT ASSISTENCE FOR THE DESIGN?

    Feel free to contact Bert Giesecke, project and development manager. Tel: +49 89 360 73 134, e-mail:

     

     

     

     

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