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.


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14-Oct-2014

Financial services company BT has begun sending its BT Super for Life customers personalised video superannuation statements.

The tailored videos, thought to be an Australian first, are the latest development by BT helping superannuation customers understand their funds. The video statement includes an animated summary of the customer's transactions for the year, estimates an expected balance and income at retirement based on current contributions and how it compares to a comfortable retirement standard.

The statements also include a calculator so customers can assess their likely retirement outcomes based on different scenarios. BT's Vicki Doyle said the video statements were designed to inform and educate customers and to make it easier for them to make smart choices about their superannuation now.

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20-Oct-2014

Customer service IT company Avaya has been awarded the 2014 Frost & Sullivan Asia Pacific Enterprise Networking Customer Value Enhancement Award.

The customer value enhancement award is given to a company which has enhanced customer value through its networking offerings and recorded revenue growth in its networking product line. Criteria include both the business impact achieved – including growth, customer acquisition, growth potential and operational efficiency – and customer impact, based on price performance value, and the customer experience across the entire process.

"Avaya successfully used fabric defined networking as the linchpin of business transformation in a highly competitive networking market," said Frost & Sullivan's Harsh Upadhyay. "Customers across APAC vouch that Avaya's solution is simple, easily deployable, and interoperable with legacy infrastructure."

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16-Oct-2014
New headset series delivers an unmatched solution for businesses of all sizes, enabling greater concentration and focus in the open office

Sydney – 16 October 2014 – Jabra, a leading manufacturer of innovative audio solutions, today announced its newest product series, Jabra Evolve™. Jabra Evolve is the industry’s first series of professional headsets that support the communication needs of knowledge workers, where 69 percent state that disturbances in the open office have a negative impact on their performance. Through advanced noise-cancellation technologies, Jabra Evolve aims to enhance productivity by offering a personal "concentration zone."

The series consists of five headsets all purpose-built for shutting out the hustle and bustle of the open office, including features that signal when the user doesn’t want to be disturbed. Jabra Evolve is the headset series employees will love to use yet will still address employers’ concerns around user productivity and adoption. The Jabra Evolve furthers this effort with a microphone boom arm discreetly integrating into the headband. Each model in the Jabra Evolve series is designed to meet style demands of a mainstream audience while continuing to reinforce employers’ ability to promote workplace productivity through personal device connectivity and a music-grade audio experience.

"The Jabra Evolve headsets create a complete personal concentration zone that boosts focus and work satisfaction for employees in increasingly open, loud and distracting workspaces," said Soren Schoennemann, Managing Director, Australia and New Zealand, Jabra.

"Studies show that knowledge workers are interrupted every 10 minutes. We have designed the Jabra Evolve series with both the employer and user in mind, delivering a vital solution to improve return on investment through increased workplace productivity and accelerated user adoption."

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20-May-2013

Dr Catriona Wallace defines Customer Experience Strategy.



 

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