Overview

Customer service is a key touchpoint for mobile operators to build meaningful relationships with customers. Online peer-to-peer support communities allow mobile brands to turn customer issues into opportunities to better engage with customers. This briefing answers the following key questions on peer-to-peer customer service:

1.  Why should mobile operators focus on customer service?
2.  What are the benefits of peer-to-peer customer service for mobile operators?
3.  What is the role of youth in peer-to-peer customer service?
4. How can mobile operators tap support communities to co-create products and marketing?

Format

18 pages PDF. You will receive an email with a link to download the file upon purchase.

Table of Contents

1.   Cover
2.   Licensing and Copyrights
3.   In this briefing
4.   Executive summary
5.   Section 1. Why should mobile operators focus on customer service?
6.   Customer service: A key customer touchpoint
7.   Peer-to-peer customer service: The next wave of customer service innovation
8.   Section 2. What are the benefits of peer-to-peer customer service for mobile operators?
9.   Business impact of peer-to-peer customer service
10. Verizon Case Study: Online peer-to-peer customer service lowers churn
11. GiffGaff Case Study: Online peer-to-peer community boosts loyalty
12. Section 3. What is the role of youth in peer-to-peer customer service?
13. Youth drive online peer-to-peer customer service
14. Youth trust their peers more than any form of media
15. Section 4. How can mobile operators tap support communities to co-create products and marketing?
16. Verizon Case Study: Using online peer-to-peer community to co-create with customers
17. GiffGaff Case Study: Using online peer-to-peer community to drive recommendations
18. Need more insights and data?