Invest in new value creation strategies to overcome the challenges of the telecom industry and deliver high-quality customer experiences.
The ever-growing number of requests, the inability to visit physical stores and the work from home reality, make it difficult for telecom service providers to deliver quick and empathetic assistance. During times of crisis, immediacy, personalization and omni-channel communication are more important than ever. Long waiting times, annoying to-and-for conversations with multiple executives to get an issue resolved and unsatisfactory automated responses can ruin a customer’s experience.
It is essential to migrate phone and face-to-face assistance to digital channels, such as WhatsApp, Facebook Messenger, Twitter or webchat. While support phone conversations are often slow and bureaucratic, these apps allow companies to develop digital, asynchronous, immediate and one-to-one communications between the customer and the agent.