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Telecom—Interact with customers through social media channels

In 2010, social networks collectively became the #1 online destination.

Industry challenges

Consumers are increasingly discussing their needs, soliciting and offering advice, and sharing their views about businesses like yours in these social networks. This free-flowing viral conversation is both a challenge and opportunity for your business. Customers expect service wherever they are—this includes communities and social media sites. Savvy businesses are leveraging this opportunity for competitive differentiation by delivering superior social customer experience. On the flip side, if businesses do not address negative references in the social cloud, the consequent damage to their brand might be irreversible.

eGain solutions

Leading telecom organizations are increasingly turning their attention to effective customer feedback management and integrating with the social web. eGain Social Experience Suite provides out-of-the-box capabilities to:

  • Encourage self-service users to rate content and share useful information via social bookmarking
  • Capture feedback through automated surveys generated for email, chat, or web self-service interactions
  • Monitor trending topics and harvest valuable knowledge and suggestions
  • Listen to social media posts so as to be able to extend the reach of customer service

Customer Success: Virgin Media uses social media to engage with digital customers

Best practices white paper

From Silos to Social-Blended Multichannel Customer Experiences

Even before social became an issue for customer service departments, we had large problems. The advent of the social customer has made matters far worse. Social customers spend 17% of their online time in social networks (surpassing other uses for the first time ever), and have even turned the balance of power in customer service interactions around.  They are using the aggregate power of online communities to warn organizations loudly that they are not going to put up with bad service or lack of insight… Read more

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