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Connects
with Customers in Social
February 12, 2014
#netbase #customercare
For technical help dial 866.229.3239
We will be...
| Confidential | © 2013 NetBase Solutions. All Rights Reserved Worldwide.2
Today’s Speaker
Michelle Mattson
Sr. Mgr. Socia...
SAP and NetBase are Transforming the
Customer Experience at T-Mobile
9
What is our strategy?
ResolveEngageListen
SAP Socia...
Social Customer Support
Michelle Mattson
Social Customer Support & Chat Strategy
@KrissyEspindola
17
U.S. Call Centers
18
International Call Centers
38,000
Employees
70,000
Points of distribution
43,000,000
Customers
Ame...
6
Bottom Line? We’re BIG.
We earn more revenue than a lot of major companies, including …
7
Which means we spend a lot on advertising
@MM_Mattson
@MM_Mattson
+464%social
connections
+845%social growth
@MM_Mattson
Events cause activity to spike
MARCH
26
APRIL
12
MAY
1
Un-carrier
Announcements
T-Mobile &
MetroPCS
Merger
iPhone Launch
J...
Increased traffic can…
AMPLIFY Service
Issues
@MM_Mattson
@MM_Mattson
Understand the conversations
@MM_Mattson
INVEST in SOPHISTICATED tools
@MM_Mattson
Investment
considerations
Natural
Language
Processor
Geographic
Analysis
Real Ti...
Do Your Homework
@MM_Mattson
FAIL
FAIL
EPIC
FAIL
EXCEED
*
SAP Social Media Analytics by NetBase
Use in depth social data to drive meaningful strategies
@MM_Mattson
Daily Volume & SentimentPopular Hashtags (1/6 – 1/10)
...
Why does this all matter?
The Service landscape is evolving…
To compete, companies have to meet customers where they choos...
| Confidential | © 2013 NetBase Solutions. All Rights Reserved Worldwide.19
Q&A
#netbase
#customercare
| Confidential | © 2013 NetBase Solutions. All Rights Reserved Worldwide.20
March Webinars
March 13, 2014
10 am PT/1 pm ET...
Nächste SlideShare
Wird geladen in …5
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T-Mobile Uses Social Analytics for Customer Insights

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Veröffentlicht am

Learn how wireless enterprise T-Mobile has dialed into customer needs and as a result, modified support processes based on insights gained from using NetBase solutions.

Watch the webinar and learn from T-Mobile's Social Customer Support Sr. Manager Michelle Mattson:

What challenges prompted the search for an optimum social analytics solution
How NetBase has improved customer engagement, support and internal processes
Results and short/long term goals for social engagement

Veröffentlicht in: Marketing
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T-Mobile Uses Social Analytics for Customer Insights

  1. 1. Connects with Customers in Social February 12, 2014 #netbase #customercare For technical help dial 866.229.3239 We will begin shortly
  2. 2. | Confidential | © 2013 NetBase Solutions. All Rights Reserved Worldwide.2 Today’s Speaker Michelle Mattson Sr. Mgr. Social Customer Support @MM_Mattson Sharing SAP Social Media Analytics By NetBase
  3. 3. SAP and NetBase are Transforming the Customer Experience at T-Mobile 9 What is our strategy? ResolveEngageListen SAP Social Media Analytics by NetBase SAP Cloud for Social Engagement http://youtu.be/V9OOp1md-Ss
  4. 4. Social Customer Support Michelle Mattson Social Customer Support & Chat Strategy @KrissyEspindola
  5. 5. 17 U.S. Call Centers 18 International Call Centers 38,000 Employees 70,000 Points of distribution 43,000,000 Customers America’s Un-carrier @MM_Mattson 4 Unique Brands
  6. 6. 6 Bottom Line? We’re BIG. We earn more revenue than a lot of major companies, including …
  7. 7. 7 Which means we spend a lot on advertising
  8. 8. @MM_Mattson
  9. 9. @MM_Mattson
  10. 10. +464%social connections +845%social growth @MM_Mattson
  11. 11. Events cause activity to spike MARCH 26 APRIL 12 MAY 1 Un-carrier Announcements T-Mobile & MetroPCS Merger iPhone Launch JULY 10 Un-carrier 2.0 Announcements @MM_Mattson
  12. 12. Increased traffic can… AMPLIFY Service Issues @MM_Mattson
  13. 13. @MM_Mattson
  14. 14. Understand the conversations @MM_Mattson
  15. 15. INVEST in SOPHISTICATED tools @MM_Mattson Investment considerations Natural Language Processor Geographic Analysis Real Time Reporting Detailed Competitive Analysis
  16. 16. Do Your Homework @MM_Mattson FAIL FAIL EPIC FAIL EXCEED * SAP Social Media Analytics by NetBase
  17. 17. Use in depth social data to drive meaningful strategies @MM_Mattson Daily Volume & SentimentPopular Hashtags (1/6 – 1/10) 0 50 100 150 200 0 500 1000 1500 2000 0% 20% 40% 60% 80% 100% 1/6/14 1/7/14 1/8/14 1/9/14 1/10/14 Positive Negative Posts 62,013 Followers How We Use Social Listening
  18. 18. Why does this all matter? The Service landscape is evolving… To compete, companies have to meet customers where they choose to engage and be able to quickly react to their needs @MM_Mattson
  19. 19. | Confidential | © 2013 NetBase Solutions. All Rights Reserved Worldwide.19 Q&A #netbase #customercare
  20. 20. | Confidential | © 2013 NetBase Solutions. All Rights Reserved Worldwide.20 March Webinars March 13, 2014 10 am PT/1 pm ET Andrea Javor Global Director Digital and Media Strategy How Beam Uses Social To Stay in Good Spirits #netbase #customercare Driving Sales with Social Media Nichole Kelly CEO at Social Media Explorer | SME Digital March 5, 2014 11 am PT/2 pm ET www.netbase.com

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