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:
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analyses CSPs’ use of social media
in mainstream customer care systems
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recommends that CSPs integrate
Facebook and Twitter into multi-channel customer care architecture
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provides recommendations to vendors
and CSPs as to which social media platforms have been successfully integrated
into the customer care process
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describes the systems architecture
that has been deployed
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Speculates about the next step in
the evolution of the use of social media in customer care operations.
Company coverage
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Amdocs
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AsiaInfo-Linkage
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DiGi Telecommunications
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Huawei Technologies
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Oracle
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Redknee
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T-Mobile
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SAP
