BT cuts costs and improves customer service Latest Mailing Database Media Marketing BT Case Study BT (British Telecom) empowers its social media marketing team to "own" customer issues by providing end-to-end single-contact resolution services on Facebook, Twitter, YouTube and the company's community forums. To calculate its ROI, BT uses a social Latest Mailing Database customer contact and monitoring tool called Debatescape, which measures and analyzes a number of social media metrics.
The number of unique customers. problem Latest Mailing Database rate. Operating costs per social media channel. Customer service team productivity. Customer preferences for each channel. Followers, likes, video views, posts and Latest Mailing Database more for each channel. Churn rate. Mood shift. As a result, BT saves £2 million a year in customer service costs. About 600,000 contacts are routed through social media each year rather than through more expensive call centers. Additionally, its customer preference score for social media channels and live chat increased by 44%.
This results in a better customer experience, lower Latest Mailing Database and higher customer lifetime value. 2. IBM uses social selling to increase sales IBM uses social selling to increase sales IBM has proven that social selling can improve ROI. The tech giant trained its sales team to use Twitter and LinkedIn to nurture relationships and attract leads. It identifies target audiences and searches for relevant conversations and topics by monitoring social Latest Mailing Database platforms. IBM then created a content calendar for salespeople so they could share relevant content on social media.