The Social Media Tool Pyramid: Interview with Jeremy Epstein, VP at Sprinklr - Page 2
Okay, Jeremy, I’m listening, so what’s the solution and why Sprinklr? This is when it’s good to just put out the cold hard stats, which he does. In a recently released case study, General Motors described its effort to streamline how it responds to mentions on Facebook, Twitter, and blogs. This was one of those companies that realized they needed to do something when they learned that 11 percent of the people they surveyed said they consider social media is a source of information about automakers, and 39 percent of those said social media strongly affects their buying decisions.
In response to this, GM launched Twitter accounts for each of its brands, Facebook accounts for brands and cars, YouTube channels, a Google+ page, blog, and all the prominent social touch points. And they called on Sprinklr’s solution to manage it all. To Jeremy’s earlier point, this eventually went beyond public relations and marketing, to other functional units, and a whole set of processes needed to be developed to support it. That’s what distinguished social media monitoring tools for business in general, from those specifically architected for the challenges of an enterprise organization.
More on GM’s launch and successes can be found here. But in summary, the new system and processes have generated some incredible statistics:
- Using the system has cut down customer response times from 12 hours to 90 minutes
- It’s generated a surge of Facebook likes, comments, and shares, and measurable growth in Twitter and other channels
- And it’s enabled the brand to engage with high influencers who use social media to talk about their brands
And these results aren’t isolated. Sprinklr now has more than 100 globally recognized brands as clients. Jeremy added, “Many of them have global deployments that typically span from hundreds to thousands of user seats in up to 75 countries.”
This sounds like a social media solution enterprise companies have been waiting for.