The Malaysian telecommunications sector is no easy space to thrive in, with players facing competition from both large incumbent Communication Service Providers (CSPs) as well as a host of emerging Mobile Virtual Network Providers.
Many would turn to the tried and true method of offering more data but Tune Talk took another approach that aligned perfectly with their mission of offering frictionless communication services. They teamed up with Socialbakers to take their social media game to the next level, seamlessly bridging various platforms to not only have an overview of performance, but also attend to customer requests more efficiently with a single unified voice.
The Challenge
Tune Talk’s mission is to provide frictionless communication services to its customers in Malaysia. In today’s fast-paced, on demand society, consumer expectation is higher than ever. Especially when it comes to interactions with brands and service providers. Previously, users would consume branded content on their feed, occasionally liking or commenting on a particular post. Today users have an unprecedented level of brand interaction thanks to social media, with a multitude of channels to leave feedback and drop their inquiries.
Given the plethora of social media platforms available, it can be a challenging task to deliver a clear, interesting message and at the same time, satisfy the needs of each user.
The Solution
As an organisation, Tune Talk aspires to be more than just a telco company that provides communication services, instead it has set its target on delivering a specific lifestyle to its customer base.
To achieve this, Tune Talk required a cross-platform solution that allowed them to break down the barriers between customers and their brand; creating an identity that was so much more than just a telco, to become an essential lifestyle partner for its users.
Socialbakers as a platform provided benefits that were two-fold:
Firstly, on the customer interaction side, it successfully helped Tune Talk’s bring its various social media platforms, Facebook, Instagram and Twitter, ‘under one roof’. This made it much easier for Tune Talk to address consumer concerns on an individual basis, making them feel heard and understood and converting them into loyal brand advocates.
Secondly, Socialbakers allowed Tune Talk to identify key opportunities in terms of their social media content through their analytics suite by providing real-time actionable insights into their performance. From there, they could more effectively plan future content and constantly put out highly relevant, engaging content to their customer base.
Results at a glance
“With Socialbakers we can conveniently reach out to customers, especially existing ones to make them feel more appreciated and, inevitably, increase their brand loyalty.
Also, so much time has been saved, as we’re now able to resolve customer issues faster by using Socialbakers’ Community module, instead of jumping from one platform to another.”
– Fara Hasan, Head of Communications and Content at Tune Talk Sdn Bhd
