How can peer-to-peer customer service reduce costs and increase loyalty for mobile operators?

Published by: Youth Research Partners

Published: Aug. 1, 2012 - 14 Pages


Table of Contents

1.Cover
2.Licensing and Copyrights
3.In this briefing
4.Executive summary
5.Customer service: A key customer touchpoint
6.Peer-to-peer customer service: The next wave of customer service innovation
7.Business impact of peer-to-peer customer service
8.Youth drive online peer-to-peer customer service
9.Youth trust their peers more than any form of media
10.Online peer-to-peer customer service lowers churn: Verizon case study
11.Using online peer-to-peer community to co-create with customers: Verizon case study
12.Using online peer-to-peer community to drive recommendations: GiffGaff case study
13.Online peer-to-peer community boosts loyalty: GiffGaff case study
14.Need more insights and data?

Abstract

Customer service is a key touchpoint for mobile operators to build meaningful relationships with customers. Online peer-to-peer support communities allow mobile brands to turn customer issues into opportunities to better engage with customers. This briefing answers the following key questions on peer-to-peer customer service:

1.What is peer-to-peer customer service?
2.What is the role of youth in peer-to-peer customer service?
3.How can peer-to-peer customer service reduce costs and boost loyalty for mobile operators?
4.How can mobile operators tap support communities to co-create products and marketing with their customers?

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