Research and Markets: Social Media is Entering the Mainstream of CSP Customer Care Operations

DUBLIN--()--Research and Markets (http://www.researchandmarkets.com/research/kdxvf6/social_media_is) has announced the addition of the "Social Media is Entering the Mainstream of CSP Customer Care Operations" report to their offering.

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:

  • Analyses CSPs' use of social media in mainstream customer care systems
  • Recommends that CSPs integrate Facebook and Twitter into multi-channel customer care architecture
  • Provides recommendations to vendors and CSPs as to which social media platforms have been successfully integrated into the customer care process
  • Describes the systems architecture that has been deployed
  • Speculates about the next step in the evolution of the use of social media in customer care operations.

This report analyses communications service providers' (CSPs') use of social media in mainstream customer care systems and recommends that CSPs integrate Facebook and Twitter into multichannel customer care architecture.

The report also provides recommendations to vendors and CSPs as to which social media platforms have been successfully integrated into the customer care process, providing significant value to CSPs and their customers. In addition, it describes the systems architecture that has been deployed. We also speculate about the next step in the evolution of the use of social media in customer care operations.

The report is based on several sources, including:

  • Interviews with stakeholders in the customer care market - CSPs and vendors of customer care systems
  • Reviews of the use of social media in customer care operations in other industries.

Key Questions Answered In This Report

  • Why do CSPs need to integrate social media into customer care operations?
  • Which social media systems have proven themselves and are ready for integration into CSPs' customer care operations?
  • What benefits does including social media such as Facebook and Twitter offer to CSPs?
  • How can CSPs include social media in customer care operations?

Company coverage

  • Amdocs
  • AsiaInfo-Linkage
  • DiGi Telecommunications
  • Huawei Technologies
  • Oracle
  • Redknee
  • T-Mobile
  • SAP

Who Needs To Read This Report

  • CSPs:
  • Strategic advisors and CTO executives responsible for revenue growth and cost reduction
  • Customer care departments
  • Managers tasked with improving customer experience.
  • Vendors that intend to enhance or expand their customer care product offerings to include social media.

For more information visit http://www.researchandmarkets.com/research/kdxvf6/social_media_is

Contacts

Research and Markets
Laura Wood, Senior Manager
press@researchandmarkets.com
For E.S.T Office Hours Call 1-917-300-0470
For U.S./CAN Toll Free Call 1-800-526-8630
For GMT Office Hours Call +353-1-416-8900
U.S. Fax: 646-607-1907
Fax (outside U.S.): +353-1-481-1716
Sector: Social Media

Contacts

Research and Markets
Laura Wood, Senior Manager
press@researchandmarkets.com
For E.S.T Office Hours Call 1-917-300-0470
For U.S./CAN Toll Free Call 1-800-526-8630
For GMT Office Hours Call +353-1-416-8900
U.S. Fax: 646-607-1907
Fax (outside U.S.): +353-1-481-1716
Sector: Social Media