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The Social media is entering the mainstream of CSP customer care operations

The Social media is entering the mainstream of CSP customer care operations

Social media has become a major force in consumers' lives and represent a preferred channel to communications service providers (CSPs) for an increasing number of customers. CSPs are using Facebook and Twitter in multi-channel customer care architecture and the channel represents a valuable way for CSPs to communicate with tech-savvy customers.


About this report
Executive summary: Facebook and Twitter are proving themselves in CSPs’ customer care operations
Customers expect CSPs to use social media channels
Integrating Facebook and Twitter as channels in established multi-channel customer care infrastructure can significantly benefit CSPs
Recommendations
CSPs should include social media as a channel for communicating with consumers
Option 1: Add social media to the current architecture
Option 2: Undertake a transformation project to implement an integrated BSS solution
Partnering with vendors that offer social media analytics will help CSPs integrate social media quickly
Sentiment analysis and social scoring process flows
Incorporating Facebook offers CSPs the chance to offer services that will improve loyalty and boost revenue
Incorporating Twitter enables CSPs to identify and resolve customer problems in a timely manner
T-Mobile uses SAP for social media monitoring and engagement
CSPs need to integrate the new generation of social media channels as they emerge
Sophisticated OTT apps offer capabilities that CSPs can use to improve the customer experience
WeChat represents the next generation of social media apps and its user numbers are growing
DiGi Telecommunications in Malaysia uses WeChat to offer self-service capabilities
Establishing partnerships with OTT social networks could benefit CSPs
Amdocs
AsiaInfo-Linkage
Huawei Technologies
Oracle
Redknee
SAP
Model for the potential of self-service via social media
About the authors and Analysys Mason

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