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\"\"NEW DELHI: The Indian arm of Russia's Sistema JFSC<\/a> that offers telecom services under the MTS<\/a> brand is ‘strategically’ leveraging information technology to reduce customer churn and redress consumer grievances across social platforms.
\n
With the use of social networks such as Facebook<\/a> and Twitter<\/a> becoming pervasive, many consumer-driven companies are closely monitoring tweets and comments on other social media to enrich brand value and retain customers.
\n
\nWhile these platforms are increasingly becoming an instant mode for registering consumer complaints against any product or service, the promptness with which the organisations address the concerns and take corrective measures leaves a mark on their brand reputation.
\n
“We are able to hold on to our high average revenue per user (ARPU<\/a>) customers and also lower our subscriber churn by leveraging the power of IT for monitoring customer sentiments across social media platforms,” MTS India<\/a> Chief Executive Dmitry Shukov<\/a> told ET.
\n
\nThe Indian unit of Russia's Sistema has deployed a cloud-based web crawler to capture all negative opinions floating across social media platforms, including Facebook, Twitter, personal blogs, online consumer fora and tech websites, in real-time. It then addresses such issues through its customer relationship managers.
\n
\nThis service has helped improve customer sentiment around MTS brand by over 10% in the March-June period this year, he said.
\n
\n“We have also launched the GIS-based MTS Network Coverage Locator to improve consumer experience. The service tracks the location of users, enabling them to work out details about voice and data coverage in the surrounding areas,” Shukov said.
\n
\nThe Network Coverage Locator service helps customers establish their current position on the network map and then guides them to the nearby MTS branded retail store.
\n
\nThe company maintains internal teams to deal with consumer engagement and support on social platforms, with dedicated social media agencies aligned to each task.
\n
\nMTS has also invested in platform tools and roped in UK-based social media monitoring firm Brandwatch to manage and monitor its social activities.\n\n<\/body>","next_sibling":[{"msid":48067041,"title":"Xiaomi takes a hit at home market China as sales stall, expansion plans under scanner","entity_type":"ARTICLE","link":"\/news\/industry\/xiaomi-takes-a-hit-at-home-market-china-as-sales-stall-expansion-plans-under-scanner\/48067041","category_name":null,"category_name_seo":"industry"}],"related_content":[],"msid":48067833,"entity_type":"ARTICLE","title":"MTS embraces IT to shrink consumer churn","synopsis":"The Indian arm of Russia's Sistema JFSC that offers telecom services under the MTS brand is \u2018strategically\u2019 leveraging information technology to reduce customer churn and redress consumer grievances.","titleseo":"industry\/mts-embraces-it-to-shrink-consumer-churn","status":"ACTIVE","authors":[{"author_name":"Muntazir Abbas","author_link":"\/author\/479234376\/muntazir-abbas","author_image":"https:\/\/etimg.etb2bimg.com\/authorthumb\/479234376.cms?width=250&height=250&imgsize=6902","author_additional":{"thumbsize":true,"msid":479234376,"author_name":"Muntazir Abbas","author_seo_name":"muntazir-abbas","designation":"Editor","agency":false}}],"Alttitle":{"minfo":""},"artag":false,"artdate":"2015-07-14 14:14:42","lastupd":"2015-07-14 14:40:01","breadcrumbTags":["industry","Facebook","Twitter","MTS","ARPU","MTS India","Sistema JFSC","Dmitry Shukov"],"secinfo":{"seolocation":"industry\/mts-embraces-it-to-shrink-consumer-churn"}}" data-authors="[" muntazir abbas"]" data-category-name="Industry" data-category_id="18" data-date="2015-07-14" data-index="article_1">

MTS拥抱它缩小消费者流失

印度俄罗斯的手臂Sistema JFSC MTS下提供电信服务品牌是“战略”利用信息技术来减少客户流失和赔偿消费者的不满。

Muntazir阿巴斯
  • 更新于2015年7月14日下午02:40坚持
新德里:印度手臂的俄罗斯Sistema JFSC下,提供电信服务MTS品牌是“战略”利用信息技术来减少客户流失和申冤在社交消费平台。

使用社交网络等脸谱网和推特变得无处不在,许多消费者驱动的公司正在密切关注微博和评论其他社交媒体丰富品牌价值和留住客户。

虽然这些平台越来越成为一个即时模式对任何产品或服务,消费者投诉登记的迅速组织解决问题并采取纠正措施都会对自己的品牌声誉。

“我们能够保持较高的每用户平均收入(ARPU)客户也降低用户流失利用它来监控客户情绪的力量在社交媒体平台上,“MTS印度首席执行官德米特里•Shukov告诉等。

俄罗斯的Sistema的印度单位已经部署了一个基于云计算的网络爬虫来捕捉所有负面意见漂浮在社交媒体平台上,包括Facebook、Twitter、个人博客、在线消费者论坛和科技网站,实时。然后解决这些问题通过其客户关系经理。

这个服务已经帮助提高客户人气MTS品牌在今年11 ~ 10%以上,他说。

“我们也推出了基于gis技术的MTS网络覆盖定位器来改善用户体验。服务跟踪用户的位置,使他们能够制定出详细信息语音和数据覆盖在周围的地区,”Shukov说。

网络覆盖定位器服务帮助客户建立他们的网络上的当前位置地图,然后引导他们到附近的MTS品牌零售商店。

公司维护内部团队处理消费者参与和支持在社交平台上,用专用的社交媒体机构一致的每个任务。

MTS也投资平台工具和说服了英国社会媒体监测公司Brandwatch管理和监控其社会活动。
  • 发布于2015年7月14日02:14点坚持
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\"\"NEW DELHI: The Indian arm of Russia's Sistema JFSC<\/a> that offers telecom services under the MTS<\/a> brand is ‘strategically’ leveraging information technology to reduce customer churn and redress consumer grievances across social platforms.
\n
With the use of social networks such as Facebook<\/a> and Twitter<\/a> becoming pervasive, many consumer-driven companies are closely monitoring tweets and comments on other social media to enrich brand value and retain customers.
\n
\nWhile these platforms are increasingly becoming an instant mode for registering consumer complaints against any product or service, the promptness with which the organisations address the concerns and take corrective measures leaves a mark on their brand reputation.
\n
“We are able to hold on to our high average revenue per user (ARPU<\/a>) customers and also lower our subscriber churn by leveraging the power of IT for monitoring customer sentiments across social media platforms,” MTS India<\/a> Chief Executive Dmitry Shukov<\/a> told ET.
\n
\nThe Indian unit of Russia's Sistema has deployed a cloud-based web crawler to capture all negative opinions floating across social media platforms, including Facebook, Twitter, personal blogs, online consumer fora and tech websites, in real-time. It then addresses such issues through its customer relationship managers.
\n
\nThis service has helped improve customer sentiment around MTS brand by over 10% in the March-June period this year, he said.
\n
\n“We have also launched the GIS-based MTS Network Coverage Locator to improve consumer experience. The service tracks the location of users, enabling them to work out details about voice and data coverage in the surrounding areas,” Shukov said.
\n
\nThe Network Coverage Locator service helps customers establish their current position on the network map and then guides them to the nearby MTS branded retail store.
\n
\nThe company maintains internal teams to deal with consumer engagement and support on social platforms, with dedicated social media agencies aligned to each task.
\n
\nMTS has also invested in platform tools and roped in UK-based social media monitoring firm Brandwatch to manage and monitor its social activities.\n\n<\/body>","next_sibling":[{"msid":48067041,"title":"Xiaomi takes a hit at home market China as sales stall, expansion plans under scanner","entity_type":"ARTICLE","link":"\/news\/industry\/xiaomi-takes-a-hit-at-home-market-china-as-sales-stall-expansion-plans-under-scanner\/48067041","category_name":null,"category_name_seo":"industry"}],"related_content":[],"msid":48067833,"entity_type":"ARTICLE","title":"MTS embraces IT to shrink consumer churn","synopsis":"The Indian arm of Russia's Sistema JFSC that offers telecom services under the MTS brand is \u2018strategically\u2019 leveraging information technology to reduce customer churn and redress consumer grievances.","titleseo":"industry\/mts-embraces-it-to-shrink-consumer-churn","status":"ACTIVE","authors":[{"author_name":"Muntazir Abbas","author_link":"\/author\/479234376\/muntazir-abbas","author_image":"https:\/\/etimg.etb2bimg.com\/authorthumb\/479234376.cms?width=250&height=250&imgsize=6902","author_additional":{"thumbsize":true,"msid":479234376,"author_name":"Muntazir Abbas","author_seo_name":"muntazir-abbas","designation":"Editor","agency":false}}],"Alttitle":{"minfo":""},"artag":false,"artdate":"2015-07-14 14:14:42","lastupd":"2015-07-14 14:40:01","breadcrumbTags":["industry","Facebook","Twitter","MTS","ARPU","MTS India","Sistema JFSC","Dmitry Shukov"],"secinfo":{"seolocation":"industry\/mts-embraces-it-to-shrink-consumer-churn"}}" data-news_link="//www.iser-br.com/news/industry/mts-embraces-it-to-shrink-consumer-churn/48067833">