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Vodacom is embracing social media as a valid way for user to submit queries, this after the company launched its “specialist Social Media Command Centre” in Cape Town on Wednesday.
The company revealed at its launch event that it will spend “in excess of R15-million on staff, equipment, infrastructure and technology over the next year” to meet the growing demand on social media.
Said demand experienced on social media has grown two-fold in the space of a year, it added.
“The exponential use of social media amongst our customer base has necessitated the introduction of a specialised unit to service these channels,” explained Errol van Graan, Vodacom’s chief of commercial operations.
“Vodacom is moving to where our customers need us to be and we are scaling up our resources to make sure that we are able to respond faster and engage better through social media platforms.”
The company explained that centralising its social media team will reduce response times, and “[improve] overall resolution of customer issues on social channels.”
— Vodacom (@Vodacom) March 28, 2018
The Social Media Command Centre will be located in Bellville, northeast of Cape Town’s city centre.
We were unable to establish if the command centre’s debut will increase the usage of “fam” and “lit” on Twitter.
Feature image: supplied, Vodacom