Celcom Launches Social Media Experience Hub; Further Improving Customer Experience

In a bid to further improve customer experience, Celcom has launched the Social Media Experience Hub, a cross-functional integrated team.

Celcom Launches Social Media Experience Hub

Over at Menara Celcom, Celcom has officially announced that they will be moving to the next phase in improving customer experience. This comes in the form of their new Social Media Experience Hub (smEX).

The Social Media Experience Hub is a cross-functional integrated team which will consist of people from Celcom’s marketing, sales and service department, in which they will be on social media to ensure quick and engaging responses with the aim of improving customer experience.

The Social Media Experience Hub’s team members will be organized to form a cross-fuinctional tribe and leverage on the latest technology in the social media space. Mainstream social platforms such as Facebook, Twitter, Instagram will of course be included. The smEX hub will complement Celcom’s customer service channels which will help provide a full spectrum of service, round-the-clock.

Rene Werner, Chief Customer Service and Experience Officer for Celcom Axiata Berhad, said:

Giving our consumers a voice is essential. The hub is another channel for us to listen to customers, serve them and deliver consumers with a better experience going forward. With a broad range of initiatives aimed at improving customer experience, we are confident in accelerating further towards our clear objective of creating awesome moments for our customers.

According to global social media analytics company, Socialbakers, Celcom has a social media reach of 1.2 million. The Social Media Experience Hub is expected to make this grow even bigger.

Rene mentioned that this new organizational model of the hub will be autonomous in nature, fast learning, and will be experiment with new innovations to steadily improve social media engagement with customers. It will be fully operational starting this December.

If you wanna read more about going digital, check out Pizza Hut’s way of going digital that involves robots, AR, and self-service kiosks, by clicking right here.

Pokdepinion: Well, social media plays a big part of most people’s lives today. It’s certainly a smart move by Celcom as it does make things easier for customers to reach out in case there’s ever any problems that occur. Now to see how Celcom’s Social Media Experience Hub (smEX) will perform.