case study on telecom
DESCRIPTION
Tips, Tricks and Case Studies on Customer Engagement in Telecom.TRANSCRIPT
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for Telecom & ISPs
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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
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• 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
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Telecom leads usage of social platforms!
• Launch and release activities for big consumer brands
• Promotions and campaigns
• Advertisement
• Customer service
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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
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Let’s look at an example
Airtel is an Indian telecom leader with a wide presence on social media
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Advertisements
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Promotions & Campaigns
Social media makes it easy to get early adopters and increase popularity on new products/services
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Partner brand promotions
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Customer service
Airtel provides instant responses on Twitter to customer queries and feedback.
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Community and awareness
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Let’s look at an example
Verizon is America’s largest 4G LTE network
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Advertisements
Advertisements get noticed and appreciated on social media and it is also a great platform to get instant feedback.
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Promotions & Campaigns
Social media makes it easy to get early adopters and increase popularity on new products/services
![Page 15: Case study on Telecom](https://reader034.vdocuments.site/reader034/viewer/2022051411/546fc377b4af9ff5638b45ff/html5/thumbnails/15.jpg)
Partner brand promotions
Verizon actively promotes its partner brands thus exposing them to a much wider audience.
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Customer service
Verizon communicates with each customer in the context of their message and don’t use template messages
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What can you do?
Customer’s first choice for telecom services.
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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
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How can we help
Real time customer engagement. Automated!
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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
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muHive Automation
Scale to hundreds of conversations. Build in minutes.
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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
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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