Celcom Axiata Berhad’s newly formed Social Media Experience (smEX) hub is set to give quick and engaging responses to its customers via social media. Located in Menara Celcom in Kuala Lumpur, the 40-member team works around the clock to develop Celcom’s presence on various social media platforms namely Facebook, Instagram and Twitter. The smEX hub complements Celcom’s existing customer service channels such as the contact centre, retail shops and the online customer service to provide complete assistance. Celcom’s social media engagement has grown 550% in eight months, and it includes responses regarding marketing, sales and service activities. “Our system detects keywords pertaining to Celcom all social media platforms, and we provide the necessary engagement.

Source: The Star November 06, 2017 08:48 UTC