Singapore's StarHub launches social media facility

29-Jan-2014

Singapore telco StarHub has renewed its efforts in utilising social media customer service by launching a social media monitoring facility.

The facility, called Social Hub, will use a CRM solution that integrates various social media monitoring tools into a common dashboard to make it easier to track response times. The telco previously manually monitored and replied to customer queries across different platforms.

Social Hub uses 10 social media listening experts and customer care consultants who decide "when and how to reply to a query or a complaint on Facebook, to tracking where in Singapore mobile, pay TV or broadband connections are affected through location-tagged tweets, Social Hub delivers the data we need," said StarHub's Darren Choo.