YouSee, a TV company, shifted to streaming across phones and connected devices. They use Salesforce to unify customer data across channels, cut call-center costs, and add social features like friends' viewing and peer support directly in the app.
We have a fundamental change in the TV industry that will take us into an online world where consumption of media is by nature across a lot of devices. The boom of smartphones and the new devices coming into the market was the turning point for us in mobile consumption.
The story of UC and social media starts with the story of Denmark. Our ambition is to be your local merchant. It's a part of the Danish DNA. We gather in Salesforce the full overview of a customer when facing them on social media, chats, Internet in our stores.
Social media is the most important track for us to follow because that is where our customers are.
By meeting the customer where they are, that makes it a better experience for the customer. If you aren't on the social media cases can explode without you controlling them.
On Facebook, there is pure honesty and that's good for us. The knowledge base that they provide in asking us questions and answering each other, it's the most important knowledge base that we have.
And by the way, we save a lot of money in our call centers not having to take those calls. We see Salesforce as a strategic partner having a link between our IT systems and our actual product distribution. The born digital customers will be at the forefront of what we will develop in terms of creative social media integration in recommendation models.
The greatest opportunity to us as an entertainment provider is to integrate your social network with our products.
We are lucky to have a product where we actually have an electronic relationship with the customer in the product they consume.
You're able to see what your friends are watching, to chat with your friends, to contact your customer service representative while watching.
We can actually build it into the product itself. So when people consume TV on their iPad, on their PC, on their connected device, we can actually integrate these support messages on what content to see and where to go.
It provides us with information to tailor the communication to you.
The end goal is to have a fully digital customer experience across all touch points. We see this digital migration of customer experience as a revolution that we are going through and something that we cannot wait to happen for itself and we see Salesforce is an integral part of that.
