The awards recognise excellence within the Call Centre industry, bringing to light global developments and trends within Turkey. Avea, the youngest and most innovative mobile operator in Turkey - with a customer base of nearly 14 million - took home three awards on the night.
Social Customer Service has played a big role in bringing to life Avea’s mission to continually look for ways to improve operations for customer care, deliver real customer value, and to provide service satisfaction to new and existing customers.
How Conversocial Helps Avea Achieve Social Customer Service Success
Avea's Social Customer service team use Conversocial to aid them in responding and resolving customer issues on Twitter and Facebook. With Conversocial the team collaborates internally on issues, monitors processes and reports on agent performance. The social agents use Conversocial to prioritise the most important messages, helping them filter through the noise and find the customer service issues that are most important, first.
Since implementing Conversocial, Avea has seen a 20% decrease in response times, and now reply to 90% of customers within half an hour of initial contact. Not only has speed of response increased, Avea has also unlocked greater customer insight through social customer service which helps drive improvements to the business and ensures all customers are satisfied with their service.
Contact us to find out more about how Conversocial can help gain deeper customer insights and deliver effective customer service across social media.