case study on telecom
DESCRIPTION
Tips, Tricks and Case Studies on Customer Engagement in Telecom.TRANSCRIPT
for Telecom & ISPs
What can customer engagement do for your brand?
• Building brand awareness and recall
• Drive up online sales (Likes are not sales)
• Promote different products
• Reach out to wider audience with monitoring
• Deliver better customer experience
• Build long lasting customer relationship
• Competitive market where technology alone is no longer a differentiator
• Adoption among users of data based mobile services is increasing
• Telecom players leads usage of social platforms
• Satisfactory customer service and support through live engagement
• Efficient strategies to maintain life-time value of customer
• Cost-saving methods for customer acquisition
Domain/Challenges
Telecom leads usage of social platforms!
• Launch and release activities for big consumer brands
• Promotions and campaigns
• Advertisement
• Customer service
Customer service challenges
• Support activities are traditionally handled by in house systems which aren’t always connected with social
• Social media can be a PR nightmare
• Systems have to scale to handle both volume and etiquette of social media
Let’s look at an example
Airtel is an Indian telecom leader with a wide presence on social media
Advertisements
Promotions & Campaigns
Social media makes it easy to get early adopters and increase popularity on new products/services
Partner brand promotions
Customer service
Airtel provides instant responses on Twitter to customer queries and feedback.
Community and awareness
Let’s look at an example
Verizon is America’s largest 4G LTE network
Advertisements
Advertisements get noticed and appreciated on social media and it is also a great platform to get instant feedback.
Promotions & Campaigns
Social media makes it easy to get early adopters and increase popularity on new products/services
Partner brand promotions
Verizon actively promotes its partner brands thus exposing them to a much wider audience.
Customer service
Verizon communicates with each customer in the context of their message and don’t use template messages
What can you do?
Customer’s first choice for telecom services.
3 Step solution
• Real-time engagement with customers on all web channels
• Automate responses to frequently asked questions or common feedback
• Analyse customer reactions/comments on different products and services
How can we help
Real time customer engagement. Automated!
Why muHive?
• Real-time customer engagement across social and email
• Single dashboard view for all data
• Flexible and robust to be used for branding/marketing, sales, support, feedback management
muHive Automation
Scale to hundreds of conversations. Build in minutes.
Teams, roles & moderation
capabilities
Powerful automation
To create enterprise grade
workflows
Real time analytics tailored to your
business goals.
Integration with 3rd party services
like basecamp, zendesk, salesforce
Built for the enterprise
References
Resources
• https://www.facebook.com/photo.php?fbid=611694155520874&set=a.161184937238467.36727.147351511955143&type=1&theater
• https://www.facebook.com/photo.php?fbid=618386551518301&set=a.161184937238467.36727.147351511955143&type=1&theater
• https://twitter.com/airtelindia/status/349441998907916289 • https://www.facebook.com/photo.php?fbid=623496357673987&set=a.16
1184937238467.36727.147351511955143&type=1&theater • https://twitter.com/VZWSupport/status/362675288557101057 • https://twitter.com/airtelindia/status/362921961749360640 • http://www.facebook.com/photo.php?fbid=10152950392300123&set=a.2
48907835122.299235.12442500122&type=1 • http://www.facebook.com/photo.php?fbid=10152927046715123&set=a.2
48907835122.299235.12442500122&type=1 • http://www.facebook.com/photo.php?fbid=10153020051060123&set=a.1
0151192346730123.791752.12442500122&type=1