Aug. 7 – Customer care services take on a new stance, as they slowly abandon the old-fashioned land-line numbers and automated machines. TIM, Telecom’s mobile phone service, ranks among the first ten brands in the world for its Facebook client services, as reported by the Socially Devoted ranking, completed by Socialbankers, a research and analysis institute. The ranking was achieved by taking into account data related to the second trimester of 2013, from which it emerges that TIM effectively answered more than 4.000 requests via Facebook. “This is an important result confirming the engagement and investment put by the company into its social customer care, an integral part of the more traditional customer care via call centers, to answer more directly and promptly to clients’ expectations – says the company in a note – The future of customer assistance, as well as their integration in a firm’s life, lies within social networks. TIM has over 1.6 million fans on Facebook, and it was one of the first Italian companies to interact with its clients on this platform. It has truly engaged in the development of assistance technologies and services.”

PHONE COMPANIES TAKE THE LEAD IN SOCIAL CUSTOMER CARE

This is Socially Devoted Ranking from the research and analysis company Socialbankers, based on the number of solutions provided to clients via Facebook in the second trimester of 2013:

1. KLM – Airline
Holland – 11.256

2. Claro – Phone company
Guatemala – 9.917

3. Movistar – Phone company
Argentina – 9.229

4. Personal – Phone company
Argentina – 7.486

5. Safaricom – Phone company
Kenya – 6.527

6. Telstra – Phone company
Austria – 5.144

7. Claro – Phone company
Argentina – 5.073

8. Orange – Phone company
Poland – 4.620

9. Claro – Phone company
El Salvador – 4.201

10. TIM – Phone company
Italy – 4.089