Nokia Siemens Networks (NSN) has released a Facebook app, or self-care app, that operators can use to allow people to personally manage their fixed and mobile telecoms services.
Rick Centeno, head of business support systems (BSS) at NSN, says the company helps operators to connect with people in a familiar setting where they already spend their online time.
“The beauty of the Facebook app is that it engages with people on their preferred social networking site,” he adds.
According to findings of a research report from Ovum, “Defining the Rules of Engagement for Customer Service in Social Media”, social media represents a significant opportunity for enterprise customer service.
Centeno says the application boosts NSN's range of self-care portals, share@once, that facilitate direct interaction between operators and customers. It also complements a mobile self-care app for smartphones and a Web-based self-care portal that can already provide a simpler way to manage telecoms services.
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