With the rise of social networking sites, users multiplied and so did their audience. Understanding the importance of tracking brand mentions on the web to improve customer experience, one of the major French telecom providers asked Spotter to monitor and analyse forums, blogs and social networks where customers were likely to share or discuss their experience.
With that in mind, Spotter accepted the challenge and came up with a solution that combined technology and human analysis to obtain in-depth insights about customer satisfaction, and the perception of the media & consumers towards their offer. In addition, Spotter created a customer journey analytical model for the telecom sector specifically, and implemented its social analytics platform Spotter Pulse with 3 insights dashboards: Customer Experience, Competitors Benchmark and Market Trends.
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