Anana are an absolute pleasure to deal with, and the web tool we use to log incidents works like a dream.
Christine Kilpatrick, Channel Digital Tools Lead, Customer Operations
Social media is revolutionising the way brands engage with their customers, particularly in the mobile sector. As a major player in this highly competitive market, Three has committed to remaining at the forefront of this revolution by placing social engagement at the heart of its customer experience strategy.
Three has a longstanding relationship with Anana, which began when we were appointed to carry out an enterprise-wide review of the business’s customer engagement strategy four years ago. As part of this we created a digital hub to evaluate how social media works in Three’s environment. Continuous innovation ensures the platform continues to meet the changing needs of Three’s customers.
Anana developed a fully hosted and managed solution for Three’s Marketing and Customer Service teams. This enables them to handle interactions via Twitter and Facebook, with up to 50 agents using the platform at any one time. Three now enjoys the all advantages of Genesys, including total omnichannel capability, instant access to interaction history and a full suite of reports. Plus, Three benefits from the added benefits of enhanced interaction harvesting, more sophisticated routing (including dark posts management and keyword routing) and greater desktop control.
Social media is unique because it allows brands to reach out to large audiences and engage with individual customers privately, on a one-to-one basis. This makes it an excellent vehicle for campaign amplification and customer service, and the perfect environment for triaging issues, ensuring minor problems are resolved before they escalate. Our solution has enabled Three to make the most of all of these opportunities with ease.
Three’s social media is now a key resource for brand management, marketing campaign amplification, complaint triage and customer service excellence.
How we delivered this solution
With over 10 years of delivering best-practice customer experience, our solutions have been tried and tested across the industry.
Anana offers expertise and advice based on the very latest industry best practice
We created a digital hub to evaluate how social media works in Three’s environment. Continuous innovation ensures the platform continues to meet the changing needs of Three’s customers.
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