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  "documentTitle": "2016 Bond Cap Internet Trends 2016",
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  "authorName": "Mary Meeker",
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      "text": "Started Offering Customer Service on Facebook Messenger in 12/15\n65% Increase in Customer Satisfaction\n65% Decrease in Customer Complaints",
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      "text": "Source: 'Digital Transformation for Telecom Operators,' by Deloitte, 2016. Wired. The Commissioner for Complaints for Telecommunications Services (CCTS) reported a 65 per cent decrease in customer complaints between 8/15 and 1/16 compared to the previous six months",
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