Social Media Platforms in Customer Care: Integrating Tools from Multiple Vendors
|出版日期||內容資訊||英文 38 Slides
|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||
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。
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.
INFOGRAPHIC: EVOLUTION AND VALUE OF A CHANNEL THAT INTEGRATES SOCIAL MEDIA TOOLS INTO A CSPS' MULTI-CHANNEL CUSTOMER CARE ARCHITECTURE
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.