Simplifying Customer Interaction In The Telecom Sector

With customer satisfaction becoming the most essential factor

, most companies need to rethink if they are offering an efficient complete customer experience all through the various touch-points and channels. The truth is most companies are not. Most companies are still using traditional approaches that drive functional or departmental silos in offering disintegrated and inconsistent experiences. It demands greater resources to stay aligned with competition and not to digress away from attaining assigned business objectives.

How do enterprises offer a well incorporated and consistent customer experience that aligns with the corporate goals making the best use of the limited resources? A new and unconventional way is to start establishing a Total Customer Experience (TCE) model by mapping the touch points and related channels all through the overall customer lifecycle, evaluating the present effectiveness of touch-points experience and optimizing the resource allocation amidst the channels and touch points by target goals.

The telecom sector is a huge domain that almost every marketer is competitive of keeping in mind the scope, scale, budget and size of the business that telecom operators manage each year. The revenue incurred seems to be a profitable model to maintain the cash flowing in. However, telecom operators gauge the story in a different way. They see a quick erosion of the core business that is caused by the commoditization of services and products, price wars, ongoing investments to keep at par with the new technologies along with the rise of the virtual operators. Two crucial challenges faced by the telecom sector in terms of customer experience are:

Telecom companies might have innovative customer retention and loyalty programs, competitive prices, plans, structures and offers world class services to consumers. Though they attain high rates of satisfaction, the churn rate is also rising.

Telecom companies today are introducing more service and product offerings for their consumers and these consumers are perceiving and experiencing them with the help of new touch-points and channels, via the social media. Monitoring such a complicated and dynamic channel mix is a critical task as it leads to inconsistent consumer experiences in various channels.

In order to aid these and other concerns companies specializing in customer experience solutions have introduced high-end telecom customer experience applications that understands a consumers journey and helps them to complete it. The applications are industry-specific in a predictive experience platform to help users navigate their communications with companies. The application anticipates the consumer requirements, streamlines the experience and learns from each interaction. Some of the applications are named as follows:

New Contract

On-Boarding

Bill Inquiry

Plan Change

Retention

Furthermore, every telecom customer experience application is cloud based and comprises one or more channels. It can be quickly implemented, supported by managed services and incorporated with back-end databases.

by: brianwarren

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