How Can Telecom Operators Offer Superior Customer Experience?

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Customer experience is becoming one of the key differentiators for any brand. To ensure that, agents need to be equipped with the appropriate technology. Mobile device management could be the solution that would help agents solve customer problems in real-time.

Customers today no longer base their loyalty on products, prices, or brands. They base their loyalty on the quality of the service they receive and their level of satisfaction.

Therefore, to gain a competitive advantage, telecom companies need to put in a serious effort to increase customer experience.

How telecom operators can offer a superior experience to customers?

Provide Omnichannel Support

The customers prefer to engage with their network operators through multiple channels. A customer may engage with customer support through an email, a voice message to customer care, live chat, post a tweet or call up the support directly. It all depends upon the most suitable option available to them at a particular time.

Therefore, telecom operators need to go omnichannel to make sure that their service is consistent across all the channels. Providing a superior customer experience across all the available channels is essential for telecom operators to stay one step ahead of the competition.

AI Chatbots

Deploying AI chatbots help telecom companies to offer high-quality service to customers and enhance user experience. Chatbots offer 24-7 customer support service and help users resolve simple issues related to connectivity, billing, network, technical issues, etc. With an AI-powered chatbot, when a telco addresses customer requests in real-time, then, the users are more inclined towards the brand.

Chatbots are easily scalable during busy hours and provide quality support service to customers without missing out on any conversations. They help to scale responses to simple customer queries and save up significant time for support agents to handle more complex issues, thus increasing customer experience.

Visual Engagement

The visual engagement tool takes customer interaction to a whole new level by resolving customer queries effectively and efficiently. When a customer needs help to resolve a device issue, then the support agent can provide live assistance to the user over a video call. This enables the customer to show the problem to the support agent visually.

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Thus, the agent can suggest correct troubleshooting steps to the user to solve the issue and improve the customer experience. Also, while providing virtual assistance to customers, support agents can use annotations to guide customers through complex tasks. During the call, customers can point their smartphones towards the device. This enables the agent to get real-time visibility of the device and show the user what to do and how to do it using on-screen annotations.

Train Your Customer-facing Teams

Customer-facing teams are the first people customers interact with. And, they act as a lasting first impression of your business. Therefore, you need to have a defined standard for your customer interaction levels.

As a business, you should conduct regular training programs to help your marketing, sales, and support team to provide customers with flawless assistance. You should conduct intensive product training to provide authentic information to your team related to your services as well as products. It helps your team to deal with customer complaints effectively and increase user experience.

Co-browsing

Co-browsing is one of the best solutions to provide real-time support to the customers and increase user experience. Also known as collaborative browsing, co-browsing enables support agents to see and interact with customer’s browsers in real-time. This helps agents to identify issues faced by customers easily and guide them in the right direction.

Cobrowsing Innovation Online CX

Agents can surf along with customers and provide them step-by-step guidance in real-time, thus helping them resolve the issue and increase customer experience. The solution helps to enhance CX while protecting customers’ private information. The agent can only see the browser screen. The customer can restrict the agent from accessing other tabs and other parts of the screen which contain sensitive information.

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Why improving customer experience is beneficial for telecom operators?

#1. It Enhances Customer Loyalty

Acquiring new customers is expensive for businesses as compared to retaining old ones. Therefore, improving customer experience is crucial for the success of a telecom operator, because satisfied customers become loyal customers who help in increasing revenue.

When you add value to your existing customers, then, there is a significant improvement in the customer satisfaction rate. And, satisfied customers tend to become loyal ones.

#2. Increase in Revenue

When customers are satisfied, they are likely to stay with your company for long, which increases profitability. Satisfied customers assure repeat business and offer referrals which boosts your sales.

Providing high quality and personalized service offers a superior experience to customers which can have a great impact on building and sustaining your subscriber base.

#3. Increases Competitive Advantage

Improving user experience and increasing customer retention can help telecom operators stand out from the competition. Visually engaging with customers and helping them resolve issues can create a positive customer experience and help telecommunication companies to gain a strong competitive advantage while improving customer engagement.

Conclusion

As telecom companies continue to battle for customer loyalty, the key differentiator to help businesses to gain a competitive advantage is the ability to provide a superior experience to customers across the various interaction channels they use.

Pratik Salia
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