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市場調查報告書

顧客服務的社群媒體平台:多廠商的整合工具

Social Media Platforms in Customer Care: Integrating Tools from Multiple Vendors

出版商 Analysys Mason 商品編碼 326467
出版日期 內容資訊 英文 38 Slides
商品交期: 最快1-2個工作天內
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顧客服務的社群媒體平台:多廠商的整合工具 Social Media Platforms in Customer Care: Integrating Tools from Multiple Vendors
出版日期: 2015年03月24日 內容資訊: 英文 38 Slides
簡介

對整合社群媒體工具與顧客服務業務的通訊服務供應商 (CSP) 來說,提供包含作為通道的全方位流通管道顧客服務架構的供應商非常少數。因而,若製作完全的「社交平台」解決方案,CSP需要合併複數的工具。

本報告提供發展整合型全通路社群媒體解決方案的,CSP可採取的各種方法相關分析、建議。

主要的調查項目

  • CSP如何整合社群媒體與整體客戶生命週期的相關討論
  • 社群媒體顧客服務解決方案中最強力的新功能檢討
  • CSP客戶為了製作可利用的社群媒體通道,供應商可採取的方法的調查
  • 2件業者的使用案例,6家供應商簡介

調查對象企業

  • Amdocs
  • Attensity
  • Brand Embassy
  • Conversocial
  • DiGi Telecommunications
  • Hootsuite Media
  • Lithium Technologies/Klout
  • NetBase Solutions
  • Oracle
  • Redknee
  • Salesforce
  • SAP
  • T-Mobile
目錄

CSPs have a chance to make social media a primary channel for customer care because vendors are offering an increasing number of tools with multiple capabilities.

For communications service providers (CSPs) that are integrating social media tools into customer care operations, very few vendors provide an omni-channel customer care architecture that includes social media as a channel. Therefore, CSPs must integrate multiple tools if they are to create a complete ‘social platform’ solution. This report recommends different approaches that software vendors of all sizes and CSPs can take to enable CSPs to deploy integrated omni-channel social media solutions.

THIS STRATEGY REPORT:

  • discusses how CSPs can integrate social media into the overall customer lifecycle
  • considers the new functions that are most compelling in social media customer care solutions
  • examines the approach that vendors can take to making a social media channel available to their CSP clients
  • provides two operator use cases and six vendor profiles.

COMPANY COVERAGE

  • Amdocs
  • Attensity
  • Brand Embassy
  • Conversocial
  • DiGi Telecommunications
  • Hootsuite Media
  • Lithium Technologies/Klout
  • NetBase Solutions
  • Oracle
  • Redknee
  • Salesforce
  • SAP
  • T-Mobile

INFOGRAPHIC: EVOLUTION AND VALUE OF A CHANNEL THAT INTEGRATES SOCIAL MEDIA TOOLS INTO A CSPS' MULTI-CHANNEL CUSTOMER CARE ARCHITECTURE

ABOUT THE AUTHORS

Dr Mark H. Mortensen (Practice Head, BSS) is the lead analyst for Analysys Mason's Customer Care, Service Fulfilment and Digital Economy Software Strategies research programmes, which are part of the Telecoms Software research stream. His interest areas include customer self-service, new telco businesses entering the digital economy value chain, and network planning and optimisation. Mark holds an MPhil and a PhD in physics from Yale University and has received two AT&T Architecture awards for innovative software solutions. He is also an adjunct professor at UMass Lowell in the Manning School of Management, specialising in business strategy. Mark has also participated on the GSMA Global Mobile Awards judging panel.

Atul Arora (Analyst) is a member of Analysys Mason's Telecoms Software research team and contributes to the Analytics Software Strategies, Customer Care and Digital Economy Software Strategies programmes. His areas of interest include omni-channel customer care, context-aware analytics and digital enablement. Atul joined Analysys Mason in 2013 after working as an intern analyst in the telecoms sector for a year. He has worked on a range of projects focused on telecoms verticals, cloud services and mobile services in emerging markets. He holds a bachelor's degree from Jaypee University (India) and a Master's degree in neuroscience from University College London.

SAMPLE PAGES

Table of Contents

  • EXECUTIVE SUMMARY
  • INTEGRATING MULTIPLE SOCIAL MEDIA FUNCTIONS
  • DEPLOYMENT AS AN ADDITIONAL NEW CHANNEL
  • BEST IN BREED TODAY, INTEGRATED TOMORROW
  • APPENDIX
  • ABOUT THE AUTHORS AND ANALYSYS MASON
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