We covered Singapore’s telecommunications industry on social media in our last post: which companies are leading the pack on social, and what makes customers tick?
This week, we take our social insights across the Causeway to examine the same industry in Malaysia. How do the big players market themselves on social? What services are driving customer satisfaction and dissatisfaction?
Digi leads the pack in community size and interactions
From 23 June to 23 July, Digi grew the largest sized following, and earned the most interactions on their posts across their social channels. TuneTalk was the most active telco studied, with over 200 posts made across their social channels in the same period.
Google+ is not dead… at least, in Malaysia’s telecommunications industry
Of the 6 Malaysian telcos studied (Digi, Maxis, Telekom Malaysia, TuneTalk, Celcom and U Mobile), 3 were active on Google+ (U Mobile, Digi and Maxis).
Social: a hot spot for customer care and R&D teams
It’s no secret that social is increasingly important for customer care teams. After all, channels like Twitter enable customer experiences to spread quickly.
Interestingly, many mentions containing complaints about Internet connectivity also mentioned the location where the issue occurred. For customer care and R&D teams, social monitoring presents a wealth of information on how B2C telecommunications can be improved.
Want to see more insights? We’ve got more in our free social report. Download it now!