T-Mobile Netherlands Cuts Costs While Improving the Customer Experience
As social media evolved into a channel for social care and an outlet for real-time feedback and engagement, T-Mobile Netherlands knew it was time to rethink its overall social strategy. Specifically, the Dutch mobile telecommunications company needed to form a high-performing and collaborative social media team with a consistent brand voice and to become more efficient with its social media engagement.
After building a new social team, T-Mobile Netherlands turned to Clarabridge Engage for social media management. With this solution, the company is able to more efficiently handle the growing volume of social data, engage in a more personalized way with customers in real time, track team performance, and build a staffing strategy and allocation plan. Clarabridge Engage has helped T-Mobile Netherlands to scale across the company and across social platforms as well as to break down silos so that the team can work more collaboratively and efficiently.
- A decrease in operational costs, including through one social care campaign that saved the company approximately $15,000 on calls into the call center
- Improved response times
- A more empathetic workforce dedicated to improving the customer experience
With Clarabridge Engage, T-Mobile can engage with customers in real time, enabling the social team to abide by its Service Level Agreement (SLA) of responding within an hour using both mobile and cloud-based software.
Optum Finds Granular Insights in Call Data
Learn how Optum is using Clarabridge to go beyond survey analysis and leverage findings in the contact center to create a better member experience.Learn More
Frontier Airlines Changes Approach to Customer Care
Learn how Frontier Airlines is using Clarabridge to change the way it approaches customer care through improved agent efficient and response times.Learn More
Vera Bradley Reduces Response Times and Boosts Social Customer Service
Learn how Vera Bradley is using Clarabridge to improve social customer service, increase efficiency in the contact center, and help every employee understand how they impact the customer experience.Learn More
LogMeIn Finds Major Cost Savings in the Contact Center
Learn how LogMeIn is using Clarabridge to leverage omnichannel insights and reduce contact center costs.Learn More