It is interesting to note that, although the Telco industry constitutes the backbone of contemporary communication, telecommunications companies do not seem to be among the sectors that offer the best experiences to their customers today. According to the State of Customer Churn in Telecom 2022 report , after the pandemic, customer loyalty towards telecommunications providers decreased by 22%, precisely due to a poor customer experience. Investing in customer care services, favoring digital solutions that allow the adoption of multi-channel methods, is an essential step to take to prevent customers from changing supplier.
In a relatively short space of time
Technology has radically changed the Telco sector and reshaped the relationship between company and customer . The transition from the traditional fixed network to mobile services, the implementation of 5G networks, the development of platforms for data management and analysis, the experimentation of IoT (Internet of Things) systems, the evolution India Telegram Number Data in the field of intelligence artificial, migration to the cloud: these are just some of the transformations thanks to which customer support teams have acquired new, flexible and powerful ways of contact, through which they have been able to establish a closer and richer relationship with their audience possibility . Multichannel: if customers today expect to interact with telecommunications providers through multiple channels (phone calls, chats, social media, emails, interactive content), offering an omnichannel approach guarantees them the ability to choose where, when and how to communicate with the company.
Proactive problem solving:
Self-service: Many customers prefer to solve problems themselves. Telcos can leverage self-service options, such as mobile apps and responsive mini sites , to help customers address common pain points, such as testing use of a product feature or paying bills. In this way, not only do customers experience greater autonomy, but the workload on customer care Azerbaijan Telegram Number List operators is also reduced. Personalization: By having access to large amounts of customer data, telecom providers can personalize their interactions. This personalization can extend to targeted offers and tailor-made plans, up to directing their messages directly to customers – be they training content, updates or commercial proposals – calling them, as in the case of interactive videos , by name.
