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News : Swisscom Elevates Customer Engagement With SAS Analysis
Cary, NC, Dec 2, 2014 -- Swisscom is turning to analyzing social channels with SAS(R) to boost customer communication and engagement. Using text analytics, Switzerland's telecommunications company can now identify and address customer posts, trending topics and interesting discussions on social channels. And they quickly address customer call center inquiries with the same underlying technology.
Swisscom's social media initiative began as a pilot project. The company identified user requirements, defined search terms and relevant keywords, and tailored the dashboard to their specific needs. Almost immediately, the corporate communication and public relations departments of Swisscom began to see the impact. These departments can evaluate customer trends and feedback more easily through new social analytics dashboards, and they can interact with Swisscom's customers more efficiently via digital channels. This increased customer insight means better and more accurately targeted marketing.
"The ability of SAS to quickly filter important topics from the mass of digital information convinced us of its value right from the start," said Frank Neidhöfer, Head of Marketing Analytics at Swisscom. "Since Swisscom's analytical infrastructure was already based on SAS, we were able to quickly build onto it and create a successful outcome with this project."
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - Customer Satisfaction
More Editorial From Swisscom
With revenue of CHF 4.8 billion for the first half of 2006 and a workforce of 16,739 full-time employees, the Swisscom Group is one of Switzerland’s telecoms company. Swisscom is present nationwide, delivering all services and products for mobile, fixed and IP-based voice and data communications.
Published: Wednesday, December 3, 2014