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.
David Mann, Australia and New Zealand Strategy Lead for customer service specialist Accenture, says brand loyalty is slipping away among Australian consumers as continued market disruption fuels low customer satisfaction.
Writing for ABC.net.au, Mann says today's consumer's sense of loyalty to an existing provider is often eclipsed by a competitor's personalised and tailored experience. "The increasingly 'always-on' nature of the Australian consumer and a growing acceptance of non-traditional providers has seen Australian companies struggling to keep pace," he said.
"Our recent Global Consumer Pulse Research found that more than two-thirds of Australian consumers (69%) report the number of brands they consider has increased significantly over the past 10 years," Mann said, adding that the survey of 1214 Australian consumers also revealed 60% are more likely to switch providers compared to 10 years ago, and about one in five consumers (21%) feel very loyal toward their providers. Mann said "non-traditional" competitors are gaining market share over their traditional counterparts through their willingness to do things differently - often offering prospective customers more opportunities for customisation.
Ericsson bagged an LTE expansion contract with Chunghwa Telecom, the largest telecom operator in Taiwan, the agreement will further boost Chunghwa Telecom's 4G LTE coverage and capacity with the latest Ericsson mobile broadband technology, and ensure customers will be able to enjoy an enhanced 4G experience.
In a statement, Chunghwa president of mobile Lin Kuo-Feng said the expansion project is aimed at meeting demand for LTE services. "The rapid growth of 4G subscriptions has exceeded our expectations. We see a huge data demand, and shifting consumer behavior to more data-centric services," he said.
Ericsson is today present in all high traffic LTE markets including the US, Japan, and South Korea. It claims that 40% of the world's mobile traffic is carried over Ericsson networks.
NewVoiceMedia, a leading global provider of cloud technology which helps businesses sell more, serve better and grow faster, has today been shortlisted in The Inflexion International Growth Business of the Year category of the 2015 Lloyds Bank National Business Awards.
Going up against other finalists, NewVoiceMedia will compete for the prestigious award, with the winner being revealed at the Lloyds Bank National Business Awards gala dinner held on 10 November at Park Lane's Grosvenor House Hotel in London.
"We are honoured to have reached the final of the Lloyds Bank National Business Awards, which hold a very high standing in the business community", comments Jonathan Gale, CEO of NewVoiceMedia. "We celebrated over 500 percent international growth last year and are outpacing the rapidly expanding cloud customer contact market fivefold. Our world-class technology, market position and momentum are enabling us to attract the highest calibre people around the world who are excited about our vision of using cloud solutions to dramatically enhance the customer experience and drive a more effective sales and marketing team, and we look forward to continuing our growth trajectory ahead of the market".
An all-encompassing range of industries are represented in the shortlists for this year's awards, with companies from recruitment and children's clothing, to pet food and online marketing being selected for the chance to win a coveted Lloyds Bank National Business Award. The scale of the finalists is just as varied, with companies turning over less than a million pounds to over £25 million, employing 20 people or over 70,000 people.
Tom Broughton, Programme Director of the National Business Awards said, "The quality and range of this year's entries exceed even those of last year, which is no mean feat. The draw of being involved with the Lloyds Bank National Business Awards has seen companies from all kinds of industries submit applications, which have been narrowed down using our thorough and comprehensive scoring system. We are now looking forward to the next step in the judging process and meeting some of the finalists face-to-face".
Finalists were chosen from the hundreds of businesses that entered or were nominated across 18 award categories. They will now prepare for live presentations to expert judges who will decide the overall winners that will be revealed at the awards ceremony on 10 November.