Singapore's StarHub launches social media facility


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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Sean Douglas, head service delivery for American Express Global Business Travel's APAC operations says the company is seeing real benefits from its strategy or encouraging home-based customer service agents.

Douglas told Human Capital Magazine that some 75% of the division's staff are now working from home. "When a business traveller phones American Express Global Business Travel for assistance, they might be surprised to know that the counsellor they are speaking with is located on the Gold Coast, in Yass or in Cervantes in Western Australia," he said. "This is because the majority of our travel counsellors have gradually been moving from our offices to a virtual or home-based work environment."

Douglas said the initiative has increased the company's travel counsellor job satisfaction, improved their work-life balance, increased customer satisfaction and reduced overheads. "These are all great benefits, but truthfully, ones that we predicted and have been well-documented previously. The real surprises for us have been the noticeable increase in productivity and our ability to attract great talent." more

The founders of e-commerce site Wowo have developed a customisable customer service platform for travelers to China.

The travel booking platform, dubbed Jetbay, promises a better and more immersive experience to international travelers. The site offers 300 bookable routes throughout China that are fully customisable, and travelers can build their own tour or have Jetbay recommend personalised routes based on their browsing history, Facebook data and provided preferences.

The service was developed because Jetbay believed tourists generally weren't getting the full experience China can provide, said Jetbay's COO James Tan. "We just want to give people a favorable image of traveling in China," Tan said. "We hear of horror stories of people going overseas -whether it's China or some other country - and they have a horrible experience, whether it's not getting home or not getting what they sign up for." more
Altitude uCI 8 Contact Center Solution Supports Rapid Growth of Major Saudi Retailer

eXtra Increases Operational Efficiency and Cements Customer Service Excellence

Khobar, Saudi Arabia, May 21th, 2015 – Altitude Software, a global provider of omnichannel solutions to deliver great customer experiences, today announced that eXtra, Saudi Arabia's largest consumer electronics and home appliance retailer, has implemented a world-class contact center to improve operational efficiency and customer experience.

The Khobar-based site is powered by the Altitude uCI 8 solution, providing eXtra with advanced IP contact center features including a voice portal, unified centralized monitoring and queuing, routing and reporting solutions. eXtra provides over 13 million customers with more than 12,000 products in stores across 23 cities in the Kingdom. The company was recently named as one of Saudi Arabia's top 100 brands, in recognition of its exceptional growth and sustained commercial success.

Building on a relationship of trust

"Providing world-class service is a key part of the eXtra value proposition,'' commented Omar Mugharbel, Marketing Director, eXtra. "Our objective is to be the pioneer in providing consumers with a true multichannel experience in consumer electronics and home appliance. As such, eXtra is driven to exceed customer expectations every single day, with every single interaction,'' he added.

eXtra has expanded its in-home maintenance and repair services for electronics, home appliances and air conditioning. Customers who experience a problem with their electronics and home appliances can now interact with the Altitude-powered "eXtra Care" service without having to leave their homes. eXtra's contact center offers anytime anywhere computer maintenance, remote assistance over the phone, and mobile setup with total back-up and maintenance through its trademark "Force 24/7".

Wowing customers

"The response from customers to our in-home maintenance and repair services has been overwhelming," commented Hussam Ibrahim, CRM Director, eXtra, "A dedicated, trained service team and a world-class contact center have been put in place to meet customers' needs and expectations. We are building on a relationship of trust, which differentiates us from our competitors and makes us the one-stop-shop for all our customers' consumer electronics needs."

With the new Altitude-powered Contact Center system in place, eXtra is able to intelligently distribute customer interactions, provide customer self-service, automate outbound dialling for satisfaction surveys, as well as improve quality management. Customer Service Representatives (CSRs) have access to all relevant customer data, enabling them to view a customer's entire relationship with eXtra and to quickly identify answers to their questions.

"We're very excited to be working with eXtra to develop their customer service experience. eXtra has a forward thinking approach, and this is the ideal time for us to be partnering with such an important retailer, as they continue to grow and emerge as regional leaders," said Riadh Boukhris, Altitude Software MENA President.

Altitude Software delivers a robust, modular omnichannel solution that helps companies unify all customer interactions and become more customer-centric. The European vendor boasts over 1100 customers in five continents and provides a regional base in Dubai, UAE for the entire Middle East and North Africa region. Altitude Software has a track record of 22 years of customer and industry recognition and has won dozens of awards for innovation and tangible results with customers in key markets worldwide. more

Dr Catriona Wallace defines Customer Experience Strategy. more


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