2015/01/20 Social media is entering the mainstream of CSP customer care operations

Social networks have become a major force in our lives and, for an increasing number of consumers, represent a preferred channel to communications service providers (CSPs). Furthermore, social media is becoming a valuable way for CSPs to communicate with tech-savvy customers.

THIS STRATEGY REPORT:

• analyses CSPs’ use of social media in mainstream customer care systems
• recommends that CSPs integrate Facebook and Twitter into multi-channel customer care architecture
• provides recommendations to vendors and CSPs as to which social media platforms have been successfully integrated into the customer care process
• describes the systems architecture that has been deployed
• speculates about the next step in the evolution of the use of social media in customer care operations.

COMPANY COVERAGE

INFOGRAPHIC: An overview of the value that social media can bring when integrated in CSPs’ multi-channel customer care architecture