Streamlining Social Media Campaigns and Supporting the Launch of a Customer Support Initiative for a Leading European Telecom Company
“By leveraging Quantzig’s social media analytics solutions, we saw a substantial increase in customer satisfaction rates following the launch of our new initiative.” About the Client The client is a leading European telecommunications service provider that has evolved along with changing technology since its inception nearly 10 years ago. Today, they are well-known for catering [...]
“By leveraging Quantzig’s social media analytics solutions, we saw a substantial increase in customer satisfaction rates following the launch of our new initiative.”
About the Client
The client is a leading European telecommunications service provider that has evolved along with changing technology since its inception nearly 10 years ago. Today, they are well-known for catering to the needs of diverse customer groups across geographies.
The Business Challenge
The telecom company collaborated with Quantzig as they wanted to take customer service to the next level by empowering their customer engagement team to access valuable insights through social media analytics and reporting. After a detailed analysis of industry trends, they decided to take their customer care goals even further and overhaul customer experience by offering superior customer support through social media.
To do so, they were looking at leveraging social media analytics to deliver outstanding customer experience through the integration of personalized messaging services. The telecom company also wanted to listen, monitor, and analyze the online conversations of its customers to make well-informed business decisions and avert potentially damaging issues from spiraling out of control. To accomplish their goals, they wanted to leverage Quantzig’s social media analytics solutions to support their first-on-the-market launch of customer support via personalized messaging services.
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The client’s challenges spanned three core areas including:
- Need to overhaul the customer experience
- Customer service improvement
- Customer engagement
Solution Offered and Value Delivered
As frontrunners among social media analytics solution providers, we exhibit proven capabilities in successfully handling the entire lifecycle of data implementation including deployment, development, maintenance, and support. Our social media analytics experts have not only worked on key technologies and social media analytics tools which are leading the business ecosystem but have also developed analytical frameworks and customized social media analytics solutions to address the dynamic challenges around customer relationship management.
Quantzig used it’s three-pronged data-driven social media analytics approach, which is a combination of- Sentiment Analysis, Topic Modeling, and Text Mining.
In the first phase of this social media analytics engagement, our analytics experts helped the client deep dive into the telecom space. The use of analytical tools and web crawlers helped us extract and analyze online behavioral data sets. These extensive datasets were then cleaned and filtered using text mining and topic modeling to remove noise and mine all the relevant information.
The second phase of this social media analytics engagement, focused on data consolidation and trend analysis to discover trending themes and popular social channels, which, in turn, helped the client to determine stand-out differences among markets.
The final phase of this social media analytics engagement revolved around integrating research insights with data obtained through online listening, to validate information gathered in the first phase and plug data gaps.
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Quantzig’s social media analytics solutions also highlighted the differences among online conversations such as – the tone of conversations, customer interests, and so on. As a result of this study, the client not only developed a detailed understanding of the key topics being discussed across social media platforms but were well-positioned to leverage these insights for decision-making, prioritizing investment areas, and for supporting their first-on-the-market launch of customer support via personalized messaging services on social platforms. Our social media analytics solutions also offered insights on how they could improve customer engagement on social channels via direct messages. Using such insights, the client nurtured customer relationships by providing a personal connection with the customers through social media.
SOCIAL MEDIA ANALYTICS ENGAGEMENT OUTCOME
Gain an unparalleled level of visibility into your social impact, brand sentiment, website analytics, and more by leveraging our advanced web and social media analytics solutions.