Deep inside all the hustle and bustle, glittering stats, assertions about one of the fastest growing 3G and 4G markets in the world and millions of new subscriptions every month, the telecom sector of Pakistan — in reality — is in deep trouble.
The telecommunication sector is made up of companies that make communication possible on a global scale, whether it is through the phone or the Internet, through airwaves or cables, through wires or wirelessly. These companies created the infrastructure that allows data in words, voice, audio, or video to be sent anywhere in the world. The largest companies in the sector are telephone (both wired and wireless) operators, satellite companies, cable companies, and Internet service providers.
Telecom companies operate in an extremely competitive industry where it’s a constant bidding war over who offers the best coverage for the best price. Providing a service that is widely used by consumers requires direct, real-time access to customers in order to stay one step ahead of competition. Social media is, without a doubt, the most effective way of making a real and meaningful connection with customers.
Telecom companies all offer very similar services, so it’s extremely hard to differentiate themselves from their competitors. However, a strong social media presence and a well-rounded social customer service team continuously prove to be powerful vehicles in building brand awareness and establishing a distinctive brand that meets the needs of their customers within a competitive industry.
Not long ago, the telecommunications sector consisted of a club of big national and regional operators. Since the early 2000s, the industry has been swept up in rapid deregulation and innovation. In many countries around the world, government monopolies are now privatized and they face a plethora of new competitors. Traditional markets have been turned upside down, as the growth in mobile services outpaces the fixed-line and the Internet starts to replace voice as the staple business.