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Argos A Topline Social CRM Audit


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Argos Social Media Monitoring

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Argos Social Media Mentions


A search for social media mentions of Argos over 2 weeks 13/1/12 26/1/12

20,496 total mentions


Twitter Forums Facebook Blogs Comments Videos News 13260 3901 1204 1105 492 191 186

85% of all mentions of Argos are on Twitter Twitter & Forums account for 84% of all mentions
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Argos Monitoring Twitter for opportunities

Argos monitor Twitter for more than just their brand terms They monitor for general mentions of products in their sale, then reach out and engage with a Twitter user if they show purchase intent They could also be following users they have identified as influencers and are monitoring for opportunities to inform of their offers. Argos have a wide range of products and as such there are thousands of opportunities to engage

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@ArgosHelpers Response rate


Tweets sent to @ArgosHelpers Tweets sent from @ArgosHelpers

@ArgosHelpers is the customer service Twitter account for Argos The trend lines show @ArgosHelpers response rate to @messages over time and show a very responsive account Instances where the messages to ArgosHelpers exceed that of the responses are the result of retweets of an original message to @Argoshelpers
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Argos Facebook Customer Service


Argos receive a lot of customer queries and complaints on their Facebook wall. Customers are generally responded to quickly and Argos does a good job of resolving issues in a professional, sympathetic and efficient manner They dont delete posts and as such there is quite a lot of negative comments, however Argos are able to keep their replies constructive and welljudged.

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Argos Pricing Error

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Argos Pricing Error


On Saturday 21/1/12 Argos incorrectly displayed the price of a Nokia Lumia handset at almost its price for several hours

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Argos Pricing Error


The error was picked up on by @HotDealsUK and other popular Twitter accounts and rapidly spread through Twitter
News of the toogood-to-be-true deal spread fast, and led to social media mentions of Argos being over three times higher than on an average day

3,172 mentions

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Argos Pricing Error


When directly asked about the deal, @ArgosHelpers tweeted that having looked into it, it appeared to be correct. There was a clear breakdown in communication between Argos different online departments

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Argos Pricing Error


After several hours Argos noticed and fixed the error, but didnt acknowledge or apologise for it on their Facebook or Twitter pages other than in @message responses to users

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How Testify can help Case Study: Sagepay

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Case Study: Sagepay Social CRM

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Case Study: Sagepay CRM Staff Performance

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Case Study: Sagepay CRM Staff Performance

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About Testify

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We are Testify THE Social CRM Agency


WHO ARE WE?
We are a Social CRM agency focused on driving awareness, advocacy and conversion through influence and engagement.
ABOUT OUR FOUNDERS:
Mark Joseph and John Barton Founders of Steak Social and Steak Affilliate departments Campaign Award Winners: Social Media Innovation/ Digital Strategy 2010/2011 Media Week 30 Under 30

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