The best companies look at social customer care not just as issues to be resolved but as opportunities to create value by cross-selling, upselling, or reducing churn. Using social listening, customer service teams can move beyond issue resolution to provide tailored recommendations.
In our new guide, we used the example of the telecoms industry and analysed online conversations around such biggest providers as T-Mobile, Vodafone and Orange, to explain how brands can leverage social listening for their customer care to:
- Improve customer experience by immediately addressing customer complaints on social
- Increase sales volume by tailoring interactions with customers based on life events
- Boost lead generation by finding new leads on social media in real-time
- Reduce churn by better engaging with “end of contract” customers on social media