The Shape of Things to Come From Legacy to Digitimacy
Invest in new value creation strategies to overcome the challenges of the telecom industry and deliver high-quality customer experiences.
Migrate to Digital Channels:
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.
Automate Your Customer Service:
Once you have established new points of contact, you can easily automate simple customer conversations using AI-powered chatbots. This will help you ensure that your customers don’t have to wait in line for someone to answer their questions. Also, your customer care executives won’t have to spend time solving repetitive issues.
Use Live Chats to Handle More Complex Issues:
Once your team is not wasting time with repetitive and frequent questions, they will have more time to actually handle complex issues that a chatbot cannot solve. They can easily do this through a live chat from home, without requiring speaking on the phone or sending emails, eliminating waiting times and complicated internal processes.
Technology from the Cloud:
A software solution that can be easily used and managed from anywhere will help your working from home team. Agents will assist customers via live chat, they will have access to the chat history and will even connect to different channels such as WhatsApp and Facebook. These platforms also allow managers to check the chatbot’s performance, monitor conversations between agents and customers and analyze metrics to constantly improve their service.