How to deliver web-based customer care.

Customer service plays an important role in combating churn and in this paper Capgemini looks at how operators could extend their portfolio of customer service channels by leveraging the Internet and Web 2.0 and the challenges that are faced.

Capgemini analyses key next generation customer service strategies, which include the use of social media interactions, investigating how social networks can be used to deliver customer care, chat-bots, looking at how interactive computer programs designed to simulate the responses of real customer service agents can be leveraged, and multi-channel integration, highlighting how this can provide a consistent user experience across channels.