Singapore telco StarHub has launched a social media monitoring facility to enhance its customer service.
Called Social Hub, the center will leverage athat integrates various social media monitoring tools into a common dashboard and make it easier to track response times. The telco previously manually monitored and replied to customer queries across different platforms.
"From deciding when and how to reply to a query or a complaint on Facebook, to tracking where in Singapore mobile, pay TV or broadband connections are affected through, Social Hub delivers the data we need," said Darren Choo, StarHub's assistant vice president for Social Customer Relationship Management, in a statement.
Choo added the company would now be able to identify conversation sentiments and to tag customers as brand advocates and potential influencers.
The Social Hub is currently located within its call center and will be relocated to the company's new premises at social media conversations.in 2016. Its upcoming facility will synergize the social media analytics lab with an adaptive production studio, which will support its . These two facilities will work hand-in-hand to enhance "live" TV production based on real-time