By restructuring their social care team, bringing experts closer to consumers, and empowering the team with CX Social, telecom provider T-Mobile Netherlands provides top-notch social care. They are able to adhere to an impressive Service Level Agreement (SLA) that calls for a response time of less than one hour for concerns raised via social media.
"Whenever the consumer contacts them with a question, the social media agents reply as soon as possible, seamlessly. The consumer doesn’t see the journey their question makes before it’s answered."
—Raymond Briët, Contact Specialist at T-Mobile, Netherlands