Customer Service on the Social Web

Customer Service on the Social Web

Digital Media

Social networks are already an important channel for customer service and their significance will only grow in the next years.

Details

  • Appeared: 01.11.2016
  • Category: Digital Media

Which is why strategic consulting company LSP Digital took a closer look at the customer services of the three largest German telecommunication operators on Facebook. In the last 12 months the o2-Hilfe webpage showed the best results. 91 percent of customer posts are handled. Average response time amounts to 24 minutes. O2 is therefore significantly faster than their competitor, Vodafone (36 minutes) and Telekom (48 minutes). Also the language of o2 is more positive from the emotional perspective than that of the two large rivals.

The chart shows selected facts and figures about customer service of mobile network operators on the social web.

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LSP Digital GmbH & Co. KG
Johannes-Brahms-Platz 1
20355 Hamburg
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