for Telecom & ISPs

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

• 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

Telecom leads usage of social platforms!

• Launch and release activities for big consumer brands

• Promotions and campaigns

• Advertisement

• Customer service

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

Let’s look at an example

Airtel is an Indian telecom leader with a wide presence on social media

Advertisements

Promotions & Campaigns

Social media makes it easy to get early adopters and increase popularity on new products/services

Partner brand promotions

Customer service

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

Community and awareness

Let’s look at an example

Verizon is America’s largest 4G LTE network

Advertisements

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

Promotions & Campaigns

Social media makes it easy to get early adopters and increase popularity on new products/services

Partner brand promotions

Verizon actively promotes its partner brands thus exposing them to a much wider audience.

Customer service

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

What can you do?

Customer’s first choice for telecom services.

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

How can we help

Real time customer engagement. Automated!

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

muHive Automation

Scale to hundreds of conversations. Build in minutes.

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

thank you

Write to sales@muhive.com for more information or check out our website

www.muhive.com

References

Resources

• https://www.facebook.com/photo.php?fbid=611694155520874&set=a.161184937238467.36727.147351511955143&type=1&theater

• https://www.facebook.com/photo.php?fbid=618386551518301&set=a.161184937238467.36727.147351511955143&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