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 How To Customer Care to the Next Level With New Methods of Communication

The Telecommunications Industry is a welcoming space for innovation and flexibility. Companies in this sector have reformed several times and will continue to do so at an even faster pace. Working with many players in the telecommunications industry over the years, we have seen how many of them have evolved from ISPs, TVs, or mobile operators at first into the big triple game providers and then expanded the existing offering by adding more network diversity value. 

Each organization has its own story and distance traveled, but its similarity is that each has had to evolve at some points to meet customers’ expectations. Since the world is changing so fast and competition is fierce, the question is – what are the needs and wants of customers need right now?

A “Good Product” Is Not Good Enough

Customer satisfaction does not only rely on the quality, range, and price of the services provided. As indicated in the American Customer Satisfaction Index, customer support is one of the major pillars on which the overall customer experience is hinged. Fast, Clear, multi-channel communication and, of course, a positive feedback response is what customers appreciate about their provider just as much, for instance, the quality of the image on the TV or the data speed transfer.

Modern Ways of Communication

People are always on the move, they don't like to devote all their total attention to any activity, and they prefer customer service that fits on their smartphone screen. PUSH notification, In-app messaging, instant messaging, and interactive email are becoming the new norm. Many businesses use all of them simultaneously, creating cross-channel communications, to minimize the effort threshold for younger customers if they want to reach out, which improves their customer experience.

The Gain of Telecoms

So why is it necessary for telecommunications operators to adopt new ways of interacting between companies and customers? Why can't they just keep their contact centers and let e-commerce companies play with interactive chats and push notifications?

It all comes down to three major problems:

  1. The user base of any telecommunications firm is typically huge, making it difficult to find the appropriate solution to address a range of subscriber demographics.
  2. Given the customer base's size, it is also difficult to accept customer requests without delay and resolve issues as quickly as possible.
  3. Several routine questions need to be attended to by support teams, and notifications need to be sent regularly. Implementing automatic cross-channel messaging, along with chatbots, can solve them all.

Handling a huge customer service contact center becomes difficult from a budgetary point of view. It is expansive and completely useless if half of the functions can be forwarded to automatic messaging or e-mail.

Communication is a powerful business tool. For a telecommunications company to engage productively with its customer base, the main rules are:

  1. Multiple channels must be available to users to respond appropriately to different customer groups.
  2. The interaction should go both ways - a user should contact support, request for help, or submit feedback, while the company could distribute important announcements, offers, and updates.
  3. Companies should not spend a fortune, hiring more staff or making employees solve tedious and mundane problems. Implementing automated workflows and artificial intelligence can make the customer experience more enjoyable for customers and less costly for the company.

Final Thoughts

Given all of the above, the best recommendation would be to analyze how often each workflow is required and how many resources are needed to run an instance. Then automatically plan and execute automation of the most commonly used or tedious and yet often enough used. It will optimize your resources, improve your customer loyalty and create room for new opportunities.

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