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CELCOM DAILY REPORTAUG 30, 2013
CroakunCustomized Media Intelligence
Chew Kai Feng : [email protected] | +6.017.952.8807
SAMPLE
DisclaimerThis is only an example based on publicly available data. Actual usage is kept strictly private.
Executive Summary AUG 30, 2013
OverviewMentions are increased 39.6% from 786 to 1093Very negative about Slow Connection
Very negative about No Call Center Support
Very negative about Payment Forfeited
RecommendationsTiny Freebie to improve sentiment after System Upgrade issue to avoid Termination
Asking to RT and reshare System Down Notice
Dec 30 Twitter FacebookTotal 753 (68.9%) 340 (31.1%)
10.00 PM 105 2609.00 PM 85 3508.00 PM 74 2407.00 PM 68 13
Total of 1,093 feeds collected from Facebook ( 340, 31.1% ) and Twitter ( 753, 68.9% ).
Celcom is the second most tweeted, after Maxis.
2,320
1,114
175
269115
The most tweeted category is Network, with 201 tweets, 26.7%, following by Activation.
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The most tweeted location is Kuala Lumpur, 10.3%
Most of the positive tweets are about Activation with 56 tweets, 36.1%
Most of the negative tweets are about Network with 173 tweets, 33.1%
Generally, consumer is negative about Celcom brand.
In Activation category, the negative sentiment is because Celcom system upgrade, causing the slow activation
process. The positive activation is because converting to Celcom from another Telcos, for various bad experience.
In Benefits category, the main discussion is MTV World Stage XZone Pass.
In Billing category, the main cause of the negative sentiment is credit was forfeited without reason.
In General category, there is no clear reason why the customer expressed their negative sentiment about Celcom.
In Marketing, the discussion is about the MTV World Stage XZone Pass and 10K Watch Contest.
In Network category, people is disappointed and angry about Celcom slow internet connection.
In Services category, people is ranting about Celcom bad customer services, no accepting support calls.
In Termination category, people expressed their interest to convert to Telcos like Maxis and Digi.
Celcom is the most mentioned, with 540 posts in Facebook.
The most mentioned category is Network, with 162 postss, 47.6%, following by General.
Most of the positive posts are about Network with 9 posts, 26.5%
Most of the negative posts are about Network with 151 posts, 53.9%
Generally, consumer is negative about Celcom brand.
In Activation category, the negative sentiment is because Celcom system upgrade, causing the slow activation process.
In Benefits category, the main discussion is MTV World Stage XZone Pass.
In Billing category, the main cause of the negative sentiment is credit was forfeited without reason.
In General category, customer expressed their negative sentiment about Celcom, estimated is due to Network issue.
GEMPAR!! Celcom buat hal..tgk ni http://bit.ly/15kUZYR ...HANGAT! rahsia celcom terbongkar ...
In Network category, people is disappointed and angry about Celcom slow internet connection.
In Services category, people is ranting about Celcom bad customer services, no accepting support calls.
In Termination category, people had converted to Telcos mostly Maxis.
CroakunCustomized Media Intelligence
Real-time Social Media Analytics & Actionable KIPs
Chew Kai Feng : [email protected] | +6.017.952.8807
© 2013 Croakun | www.croakun.com
82% of subscribers will switch providers because of core service failures.
Problem
OF THOSE WHO DECIDED TO STOP DOING BUSINESS WITH A BUSINESS ...
Detect issues quickly, and automate an appropriate resolution before frustration leads to a lost relationship.
Solution
SOCIAL AGGREGATION
100% Twitter and Facebook social data coverage through premium
firehose access.
SENTIMENT ANALYSIS
80% proven accuracy ontology engine that works with English,
Chinese and Malay.
ACTIONABLE INSIGHTS
Proprietary machine learning and statistical modeling to help with
business decisions.
DEDICATED SUPPORT
Dedicated 24/7 support from experienced media analysts and account managers.
Providing different industries with industry specific algorithm to parse online conversations will provide immense value to targeted niche groups and add to the better performance of language analysis.
© 2013 Croakun | www.croakun.com
More efficient use of existing customer service agents; improved customer satisfaction resulting in increases in customer loyalty and future spending; reduced cost of customer acquisition.
Benefits
Reduced Revenue At Risk
Research shows that one in three customers gave up, or bought the same product from a competitor, after a negative customer experience. This is the world of the smart and empowered consumer.
Reduced Cost of Customer Acquisition
Positive customer experiences create word-of-mouth referrals and are shown to be 2.5x more effective than traditional advertising.
Increased Share of Wallet
Leading analysts have reported that brand advocates spend 15% more than non-advocates, and are less likely to switch to a competitor.
Increased Net Promoter Scores
A consistent experience ensures customers move from being satisfied to loyal, and then from loyal to being brand advocates.
© 2013 Croakun | www.croakun.com
Croakun Provides Real-Time Social Media Analytics And Actionable KPIs To Help B2C Enterprises Tracking Online Chatter And Correct The Misinformation
© 2013 Croakun | www.croakun.com
YES! I WANT TO ENCHANT CUSTOMER EXPERIENCES THAT GO VIRAL NOW!
Please contact us at
CROAKUN SDN BHD (958777-A)
Lot 1.03-A, Level 1, KPMG Tower, No. 8, First Avenue, Persiaran Bandar Utama, 47800 Petaling Jaya, Selangor. tel no: +6.03.7732.1610email: [email protected]://www.croakun.com
Chew Kai FengManaging [email protected]
© 2013 Croakun | www.croakun.com
