How BT saves £2 million a year through social media

Matthew Carlton

This event report explains how BT, the telecommunications company, estimates that its use of social media for customer service saves the company £2 million a year.

How BT saves £2 million a year through social media

Matthew Carlton

The #IPASocialWorks project has identified customer service as one area where there is concrete evidence that social media is effective.

To illustrate, Joanna Howard, Head of Customer Service at BT, presented in detail about how telecoms giant BT approaches social in this space. Her headline statistic: using social media saves BT around £2 million a year.

Howard outlined how Twitter, and to a lesser extent Faceboook and YouTube, are being utilised by BT to not only make substantial cost savings, but also to...

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