In 2011, Bright House Networks, the country’s 6th largest TV, internet and phone provider, launched social customer service for its 2.4 million customers. The benefits of adding social media as a customer service channel in addition to its phone, email and live chat went beyond the operational efficiency and customer satisfaction benefits. The unexpected business benefits included lead generation, competitive intelligence, timely feedback about newly launched products, and an early warning system for product or service issues. Since 2011, Bright House Networks team worked with their team members and MutualMind to continuously enhance the social customer care program and to leverage social intelligence for multiple stakeholders in the company. Their focus on data and analytics has resulted in positive social media ROI.
Today, at the CIMI Call Center Demo Conference in Atlanta, Brian Weber from Bright House Networks and Eric Swayne from MutualMind will be talking about the best practices around social customer care. More information about the session is below and on ICMI conference website.
This case study addresses the key elements of a successful social customer care program:
- People — how to identify the right agents
- Planning — plan for staffing needs
- Performance Measurement — develop agent scorecards
- Metrics — what KPIs to use for benchmarking, and
- Technology — what to look for in a social media listening and customer care platform.
This session provides you with a structured implementation strategy and check list to launch your own social media support implementation.
At MutualMind we have developed a sophisticated listening, response and workflow system that allows brands and organizations of all sizes to provide excellent customer care over all social channels. The unique performance dashboard allows customer care team members to mange their tasks and see their performance in real-time. We are thankful to Bright House Networks for their feedback over the years.
Missed the conference but interested in learning more about our social customer care offering? Drop us a line and we’ll be happy to show you a demo of our award-winning social technology platform.