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Rogers Communication Case Study

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Rogers Communication is an impressive Canadian company originated by Ted Rogers. Rogers Communication unusual asset mix brings Canadians families the movies they love, the sports they want, the radio stations that inform their day, their favorite magazines, and an excellent shopping-at-home destination. In 2015, as part of the company’s dedication to improving its customers’ experience, Rogers started offering support twenty-four seven for customers through social media. A few of these social media sites that Rogers Communication is a part of are Facebook, Linden, Twitter, and YouTube. They use these social media sites to the fullest extent possible. In 2011, a formal Social Media Support team was created at Rogers Communication. The media support team is on hand daily communicating with consumers and posting updates regarding new products and services. …show more content…

The Facebook Messenger service is giving Rogers’s customers faster service. Facebook messenger has decreased their response time from 45 minutes in 2015 to less than 15 minutes in 2016. It is not just occurring on Facebook Messenger but across all social channels. They started customer support through Facebook Messenger because they wanted to bring their consumers the best self-service in the world. Rogers’s uses Facebook messenger to interact with their customers who have questions, want changes to their plan, update their account and set up new phone lines. Rogers is the only telecommunications company in Canada offering this service. Facebook is used for launching their new products and services. They also used Facebook to share the charity work they are conducting in the community and news. They also post upcoming games being held at the Rogers

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