Dec 20, 2011

Social Media Use Case: Complaint Analytics - How to reduce traffic to Call Center: Part 1

The bloom in social media has turned the world upside down in many cases. One such case is customer service. Companies are struggling to reduce the calls to call center and divert customer queries to social media channels. Each call to the agent cost company a bomb. That’s why they prefer to adopt social media which is free as a channel to do customer service. Because of the smartphones, it has become easier for a customer to write about their complaint/query on web instead of holding a call for hours. Also solving the customer queries in real time will increase customer loyalty, reduce churn, high customer life time value. Social media is really an effective channel of communication for solving customer issues.
Also this is one of the social media use case where we can calculate the return on investement which I will be explaining in another post.
As per some of the surveys,
  • 43% of consumers say that companies should use social media to solve customers’ problems
  • 59% will try a new brand or company for a better service experience
  • Research by Convergys Corp. has shown that a negative customer review on YouTube, Twitter or Facebook can cost a company about 30 customers.
  • Attracting a new customer costs 5 times as much as keeping an existing one
  • Happy customers who get their issues resolved tell about 4 to 6 people about their experience
  • In a positive economy, 70% of Americans are willing to spend an average of 13% more with companies they believe provide excellent customer service
  • 78% of consumers have bailed on a transaction or not made an intended purchase because of poor customer service

There is a customer dissatisfaction tweets/posts scattered on the web. The first step which any company should adopt is to start a twitter or Facebook handle and push their customers to write their complaints or queries on that channel. This is really a big challenge which every company is struggling with.
In this post I am writing on some of the best ways to publicize your customer service online channels. These are:

Some of the great examples of companies who have embraced online customer service channels are:

A very nice infographic on Social customer service:

Image Credit: customerserviceinthecloud.com, garious.com
In this post we covered some of the ways through which we can publicize our customer service online channels. In the next post, I will be writing on the “Process to do Complaint Analytics on Social Media”
Do you have any other way to bring customers to your customer service channels? If yes, share with us through comments.

Nov 8, 2011

Free Webinar: Shopping Cart Abandonment Practices of the Internet Retailer 1000

Join the webinar to learn:
  • Shopping cart abandonment practices of the 1000 largest websites – the Internet Retailer 1000 companies
  • Trends and best practices of the IR 1000
  • Shortfalls and gaps in remarketing strategies and ways to fix them to recoup more revenue
  • Actual campaigns from the IR 1000
  • How you can implement a successful strategy

WHEN : November 16, 2011 1:00 PM ET

Special Guest: Ross Kramer, CEO of Listrak

Oct 31, 2011

A Detailed guide to Web Analytics Business Process

In this post, I will be covering the steps involved in Web Analytics process. The sales guys or those who respond to the Web Analytics RFP’s will find this post very useful.

The Web Analytics process can be categorized into 5 parts:

·         Define
·         Design
·         Deploy
·         Audit
·         Reporting

The first Phase is DEFINE

Under Define Phase we will have,

·         Requirements gathering sessions and workshops

·         Defining business requirements

·         Defining the roles and responsibilities

·         Preparing solution design document

Requirements gathering sessions and workshops

This is the initial step in the Web Analytics process. In this step, analyst collects the requirements from stakeholders or different business heads.

Defining business requirements

This process involved documenting the requirements gathered in the Requirements Specification Document. The document’s purpose is to list the client’s specific business requirements used to develop web analytics tool (WebTrends / Omniture / Google Analytics etc…) code deployment. All the business Key Performance Indicators and Goals/Objectives of the Websites will be defined in this phase.

The deliverable is the Requirements Specifications Document.

Defining the roles and responsibilities

The roles and responsibilities of the stakeholders/analysts working on the project are defined in this stage. This defines the project team structure and their deliverables.

A sample roles and responsibilities template is given below:

Stakeholder/Business Head
The person responsible for......
  • ………
The person responsible for.....
  • ………

Preparing solution design document

A Solution Design Document is a main document of the web analytics implementation. The design phase begins with preparing solution design or reference document.

An ideal solution design document should contain the parameters written below:
·         Parameter Name
·         Variable Name
·         Purpose of the parameter
·         Sample Code   
·         The pages list where the variable is to be set
·         Dependencies if any
·         When to trigger the variable
The deliverable is the Solution Design Document.

The second Phase is DESIGN

Designing the tags for data collection

Using the page tagging of Web Analytics tool, the visitor browsing and activity data on our website is collected. The javascript tags are defined for all the parameters listed in the solution design document.

The third Phase is DEPLOY

Implementing the tags for data collection

The Web Analytics tools use a special JavaScript tag that we place on our web pages to collect visitor activity data. When a visitor browses our website page, this JavaScript tag initiates interactions between the visitor’s browser and Web Analytics tool. The tag collects data about the visitor’s browsing behavior and sends this information to the web analytics tool.

The designed JavaScript tag will be inserted on each page of the website. Once the tags are deployed on the website, we can begin viewing reports of our visitor browsing activity on our website. Reports are generally available 24 hours after the tags are deployed.

Preparing validation checklist

The validation checklist document has the current list of tags, the potential issues and their resolution methodology in place. This is done to ensure that the analyst is reporting on the correct data to stakeholders or business heads.

The validation of Web Analytics tool installation can be done by:

  • Checking the tags accuracy: We can check the tags accuracy by using debugging tools. There are many free web analytics debugging tools available like Firebug etc… In the future, I will write a separate post on this.
  • By reports/dashboards: We can review our reports and dashboards which can tell us whether our tags are correct or not. But better to follow the first method so that to have accuracy in place before the reporting starts.

Updating the solution design reference with validation notes

Once the validation checklist is complete, the solution design document is updated with notes from the validation document.

The fourth Phase is AUDIT

Auditing the tags

Once the site goes live, the auditing is done for next 2-3 weeks. At the end of every week, data is collected and audit is done. This process evaluates the website for proper implementation of tags. It identifies missing tags, duplicate tags and incorrect tags.

Implementation of the changes as per the audit report

The tags are corrected as per the changes suggested by the audit report, if any.

The fifth and last Phase is REPORTING

Administrator rights and users login credentials will be created

This process involved creating multiple user login credentials with differing rights and access privileges.
User Roles
  • Administrator: Has the full access to Web Analytics tool. He/She can create, edit, and delete profiles or reporting suites/reports/dashboards, can add/delete/change access to users, update account information
  • Report Manager: Can create, edit, and delete the dashboards and reports
  • Report User: Can only view the dashboards and reports

Scheduling of the automated reports/dashboards as per the requirement

After all the auditing, the reporting will start. The first step in the reporting will be to schedule automated dashboards and reports as per the business requirements and KPI’s defined. The automated reports/dashboards will be scheduled to different business units on the desired frequency (daily/weekly/fortnightly/monthly/quarterly).
The scheduling of the automated reports/dashboards will be done through the Web Analytics tool as per the format/KPI specified by client.

Producing ad-hocs reports / analysis as per the requests from client side

In this phase, the ad-hocs will be done. The format of ad-hoc reports will be specified by the client. Analyst will estimate the time required to complete it and communicate the same to the client. The Ad-hoc report will provide the data required with insights and actionable recommendations.

Audits to continue in order to ensure accurate web data capture by the web analytics tool

To ensure accurate data capture and proper reporting by the web analytics tool, the analyst will continue doing the audits on may be quarterly basis.

Is this the same Web Analytics process you follow? Do I am missing something?

Please share your thoughts via comments….

Oct 28, 2011

Free Webinar: Google Analytics - Getting started with Multi-Channel Funnels

The Webinar is on the new feature of Google Analytics "Multi Channel Funnels".

 This Webinar covers key questions such as:
  • How much time does the average user take between first interaction and conversion?
  • How many interactions does it take to convert?
  • Which of my marketing channels are “assisting” conversions and which are “closers”?

Speaker: Bill Kee, the Product Manager for Multi-Channel Funnels

Title: Getting started with Multi-Channel Funnels

Date: Wednesday November 2, 2011

Time: 8am Thailand/Indonesia, 9am Singapore/Malaysia/Philippines/China, 10am Japan, 12pm Sydney/Melbourne, 2pm New Zealand

Register for the webinar

Webinar: Social CRM - Getting to Know Your Customer

This webinar is about how Landslide CRM integrates customer and prospect information from social media websites into customer's contact profile for business intelligence.

When :  Wednesday, November 2, 2011 ,  2:00pm ET / 11:00am PT

For registration, click here.

For more details, click here.

Oct 7, 2011

Google Analytics adds Real Time reporting: So what you will be doing with it?

Recently Google Analytics releases its real time dashboard. There is lot of buzz around this in the Web Analytics realm. But what exactly are you going to do with this data?

What are your plans to use this new feature of Google Analytics to optimize yours/client’s business?

In this post I will be writing some of the practical usage of real time which you can use in your analysis.
1)      Live event – When you are having a live event, through your real time dashboards you can see how visitors are interacting with your website, how your content is getting shared on social media etc...

2)      If you are in a media company, through real time analytics you can see which content/article is on top and then you can promote same content to increase the engagement rate of the visitor

3)      If any news has been announced about your company, through real time analytics you can see how visitors getting engaged with your site. This report you can give to your stakeholders after regular intervals of news announced.

4)      If you are running an email campaign, through real time analytics you can see how visitors from that campaign are browsing your site. If the bounce rate is too high and conversion rate low then you can immediately take decision to tweak the landing page for those email campaign visitors.

5)      If your video goes viral then through real time analytics you can provide the stats on it to your business stakeholders.

6)      Real time analytics can help you in efficient cross selling.

7)      Through real time analytics you can set alerts also. Those alerts can go to your managers for any anomalies based on pre-defined threshold.

8)      Real time analytics is useful in A/B testing or multivariate testing also.

9)      You can even reply to comments on your blog in real time.

10)   If you running a survey, through real time analytics you can find on which question visitors are dropping out. Based on that data you can delete those questions or change the design of the survey.

What are your plans to use the real time analytics dashboard of the Google Analytics?

Share your thoughts/feedback via comments…

Oct 1, 2011

Webinar : Google Analytics Multi-Channel Funnels

Bill Kee of Google Analytics is taking a webinar on Multi-Channel Funnels on Oct 11, 2011.

Title: Getting started with Multi-Channel Funnels
Date: October 11, 2011
Time: 10am PST
If you can't attend the webinar, please check the Google Analytics YouTube Channel for a recording about a week after the live event. You can also read more from the initial announcement of Multi-Channel Funnels and watch a video about the tool.

Sep 29, 2011

Google Analytics comes with Premium Version

Google finally publicly announced Google Analytics Premium!

The official announcement is made on the Google’s blog. In this most I will be highlighting the difference between Google Analytic standard version and the new Premium version. You will find this data useful and handy while talking to your clients/managers/team.

Google Analytics Premium
Google Analytics Standard

$150,000 per year

Extra Processing Power
Increased data limits – More than billions of
hits per month
10 million hits per month after that sampling is done
50 Custom Variables
5 Custom Variable
Un-sampled reports can be downloaded
Not available
Table aggregation at 1 million rows
Table aggregation at 50 K rows

Premium Features
Attribution modeling tools
3 Year data retention
25 months data retention
Run SQL queries against your data

Phone Support - 24/7 Emergency support line.
No Support
Service Level Agreement of 99.9% in any calendar month.
Data freshness within a maximum of 4 hours 98% of the time.
Enjoy reporting guarantees of 99% in any calendar month.
Business training delivered at your place or through webinar
One assigned account manager
Technical training through implementation is complemented

Data Security

You own all of your data.
Your contract ensures it.

Right now Google Analytics Premium is available only in the United States, Canada, and the UK but the team is planning to soon roll it out worldwide.
Google Analytics Premium may be not being for everyone but it has given a tough competition to Omniture and WebTrends.
“Google Analytics Premium” motto is turn your
Data -> Insights -> Action

So what you think of Google Analytics Premium? Would you be suggesting it to your clients? What more features you want in Google Analytics Premium?
Post you thoughts on Google Analytics Premium via comments.

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