T-Mobile has become a social force in the mobile communications industry. As a matter of fact they're a "T-Force". That's the name of T-Mobile's team who listens and engages with customers in order to resolve their issues. This team has an extreme customer focus and they're using social media to provide their customers with service excellence.
We all know that customer service is all about statistics and metrics - below are just a few:
- 88% of customers have been influenced by customer service reviews
- 500 billion impressions generated by consumers about products and services through social media
- 100,000 Twitter tweets every minute of everyday
With numbers like that, making sure that you're engaging in social media to support your customer service efforts is critical. The place where social media intersects with your ability to engage your customers is around your content and your brand. How can you make it personal while improving your brand value? One way, is to engage in personalized dialogues, be human in your ability to connect, and incorporate other viewpoints, such as 3rd party advocates and influencers commentary.
T-Mobile's focus on executing on that in social customer support has enabled them to increase productivity by 15%, have faster resolution times and use social media as a viable support channel.
Find out how to you too can Listen, Engage, & Resolve customer issues to develop brand advocates. Watch this T-Mobile video and learn more!
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Lisa Teore, a senior marketing director at SAP, helps customer service professionals deliver service excellence and create brand advocates. Follow Lisa on Twitter. @LisaTeore