T-Mobile Uses Social Analytics for Customer Insights
20
Connects with Customers in Social February 12, 2014 #netbase #customercare For technical help dial 866.229.3239 We will begin shortly
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Transcript of T-Mobile Uses Social Analytics for Customer Insights
Connects with Customers in Social
February 12, 2014
#netbase #customercare For technical help dial 866.229.3239
We will begin shortly
| Confidential | © 2013 NetBase Solutions. All Rights Reserved Worldwide. 2
Today’s Speaker
Michelle Mattson Sr. Mgr. Social Customer Support @MM_Mattson
Sharing SAP Social Media Analytics By NetBase
SAP and NetBase are Transforming the Customer Experience at T-Mobile
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What is our strategy?
Resolve Engage Listen
SAP Social Media
Analytics by NetBase SAP Cloud for
Social Engagement
http://youtu.be/V9OOp1md-Ss
Social Customer Support Michelle Mattson
Social Customer Support & Chat Strategy
@KrissyEspindola
17 U.S. Call Centers
18 International Call Centers
38,000 Employees
70,000 Points of distribution
43,000,000 Customers
America’s Un-carrier
@MM_Mattson
4 Unique Brands
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Bottom Line? We’re BIG. We earn more revenue than a lot of major companies, including …
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Which means we spend a lot on advertising
@MM_Mattson
@MM_Mattson
+464% social connections
+845% social growth
@MM_Mattson
Events cause activity to spike
MARCH
26 APRIL
12 MAY
1
Un-carrier
Announcements
T-Mobile &
MetroPCS
Merger
iPhone Launch
JULY
10
Un-carrier 2.0
Announcements
@MM_Mattson
Increased traffic can…
AMPLIFY Service Issues
@MM_Mattson
@MM_Mattson
Understand the conversations
@MM_Mattson
INVEST in SOPHISTICATED tools
@MM_Mattson
Investment considerations
Natural Language Processor
Geographic Analysis
Real Time Reporting
Detailed Competitive
Analysis
Do Your Homework
@MM_Mattson
FAIL
FAIL
EPIC FAIL
EXCEED
*
SAP Social Media Analytics by NetBase
Use in depth social data to drive meaningful strategies
@MM_Mattson
Daily Volume & Sentiment Popular Hashtags (1/6 – 1/10)
0
50
100
150
200
0
500
1000
1500
2000
0%
20%
40%
60%
80%
100%
1/6/14 1/7/14 1/8/14 1/9/14 1/10/14Positive Negative Posts
62,013 Followers
How We Use Social Listening
Why does this all matter?
The Service landscape is evolving… To compete, companies have to meet customers where they choose to engage
and be able to quickly react to their needs
@MM_Mattson
| Confidential | © 2013 NetBase Solutions. All Rights Reserved Worldwide. 19
Q&A
#netbase #customercare
| Confidential | © 2013 NetBase Solutions. All Rights Reserved Worldwide. 20
March Webinars
March 13, 2014 10 am PT/1 pm ET
Andrea Javor Global Director Digital and Media Strategy
How Beam Uses Social To Stay in Good Spirits
#netbase #customercare
Driving Sales with Social Media
Nichole Kelly CEO at Social Media Explorer | SME Digital
March 5, 2014 11 am PT/2 pm ET
www.netbase.com
