Tips, Tricks and Case Studies on Customer Engagement in Telecom.

1. for Telecom & ISPs

2. What can customer engagement do for your brand?
• Building brand awareness and recall
• Drive up online sales (Likes are not sales)
• Promote different products
• Reach out to wider audience with monitoring
• Deliver better customer experience
• Build long lasting customer relationship

3. • Competitive market
where technology
alone is no longer a
differentiator
• Adoption among users
of data based mobile
services is increasing
• Telecom players leads
usage of social
platforms
• Satisfactory customer
service and support
through live
engagement
• Efficient strategies to
maintain life-time
value of customer
• Cost-saving methods
for customer
acquisition
Domain/Challenges

4. Telecom leads usage of social platforms!
• Launch and release activities for big consumer
brands
• Promotions and campaigns
• Advertisement
• Customer service

5. Customer service challenges
• Support activities are traditionally handled by
in house systems which aren’t always
connected with social
• Social media can be a PR nightmare
• Systems have to scale to handle both volume
and etiquette of social media

6. Let’s look at an example
Airtel is an Indian telecom
leader with a wide presence
on social media

7. Advertisements

8. Promotions & Campaigns
Social media makes it easy to
get early adopters and
increase popularity on new
products/services

9. Partner brand promotions

10. Customer service
Airtel provides instant
responses on Twitter to
customer queries and
feedback.

11. Community and awareness

12. Let’s look at an example
Verizon is America’s largest
4G LTE network

13. Advertisements
Advertisements get noticed
and appreciated on social
media and it is also a great
platform to get instant
feedback.

14. Promotions & Campaigns
Social media makes it easy to
get early adopters and
increase popularity on new
products/services

15. Partner brand promotions
Verizon actively promotes its
partner brands thus exposing
them to a much wider
audience.

16. Customer service
Verizon communicates with
each customer in the context
of their message and don’t use
template messages

17. What can you do?
Customer’s first choice for
telecom services.

18. 3 Step solution
• Real-time engagement with customers on all
web channels
• Automate responses to frequently asked
questions or common feedback
• Analyse customer reactions/comments on
different products and services

19. How can we help
Real time customer engagement. Automated!

20. Why muHive?
• Real-time customer engagement across social
and email
• Single dashboard view for all data
• Flexible and robust to be used for
branding/marketing, sales, support, feedback
management

21. muHive Automation
Scale to hundreds of conversations. Build in minutes.

22. Teams, roles & moderation
capabilities
Powerful automation
To create enterprise grade
workflows
Real time analytics tailored to your
business goals.
Integration with 3rd party services
like basecamp, zendesk, salesforce
Built for the enterprise

23. thank you
Write to sales@muhive.com for more
information or check out our website
www.muhive.com

24. References Resources
• https://www.facebook.com/photo.php?fbid=611694155520874&set=a.16
1184937238467.36727.147351511955143&type=1&theater
• https://www.facebook.com/photo.php?fbid=618386551518301&set=a.16
1184937238467.36727.147351511955143&type=1&theater
• https://twitter.com/airtelindia/status/349441998907916289
• https://www.facebook.com/photo.php?fbid=623496357673987&set=a.16
1184937238467.36727.147351511955143&type=1&theater
• https://twitter.com/VZWSupport/status/362675288557101057
• https://twitter.com/airtelindia/status/362921961749360640
• http://www.facebook.com/photo.php?fbid=10152950392300123&set=a.2
48907835122.299235.12442500122&type=1
• http://www.facebook.com/photo.php?fbid=10152927046715123&set=a.2
48907835122.299235.12442500122&type=1
• http://www.facebook.com/photo.php?fbid=10153020051060123&set=a.1
0151192346730123.791752.12442500122&type=1