Customer Experience (CX) is an important part of your telecommunication landscape. The formula is simple - Customers are the key driver of any business, the more you have, the more successful your business will be. Understanding customer behavior is important for any marketplace, especially for those involved in a highly competitive landscape like the telecommunication sector.
According to the Gartner study, more than 2/3rd of marketers responsible for CX say their companies compete mostly on the basis of CX. To fight and win against this competition, you need to improve operational efficiencies, enhance the customer experience, and be agile and responsive.
To increase customer satisfaction, sales, and upsells, service providers must have a holistic view of their customers. A 360-degree view involves understanding the customer’s journey before, during, and after their interaction with your company.
Let’s talk about the customer experience (CX).
Customers expect a constantly advancing service provider who keeps up with technologies to make their life easier. It is necessary for service providers to keep pace and delight their customers with new and advanced technologies driven by automation.
To delight your customers in this highly competitive telecom landscape you must have flexible software that allows you to pace with the latest technology and innovations.
According to the latest report, customers are likely to spend 17% more on a company that has outstanding customer service. Customers now consider software usability as a part of customers’ service offerings.
The quality of the customer service depends upon the OSS/BSS. The greater level of integration between user interfaces and data will drastically increase the quality of customer service. Customers demand information and control. A system that provides those two things will facilitate a greater QoE.
Customers demand quick services. They are not patient enough to wait. According to the study, 73% of consumers say that valuing their time is the most important thing a company can do when providing customer service.
Especially in the telecom sector, customers are always looking for quick and easy software. Providing tools that grant fast, usable information to customers and users will keep their attention and prove your expedience. H8 solutions are unified and streamlined solutions that lead to a better customer experience and ultimately increased revenues.
An approach that empowers customers with more than just support through multiple channels, an omnichannel experience consolidates all customer interactions and history on a single converged platform.
Omni-channel makes your business seamlessly available to your customers in their preferred manner, whenever and wherever they need it.
It enables operators to enhance support offerings, reduce resolution times, and improve CX. AI can be integrated to offer insights on customer interactions across channels – insights that CSRs can be granted access to, helping reduce response and resolution times, lessen the burden on CSRs, and boost CX.
Continuous support plays an important role in boosting CX. One way to provide added value is to include proactive support to your customers. Proactive customer support gives your customers resources that help them solve problems on their own, without having to reach out to your business for support. This way they can resolve simple issues and avoid waiting on hold for your customer support team.
Continuous and proactive support shows them that you're truly invested in creating a delightful customer experience and will go above-and-beyond to deliver it to them.
Height8 provides industry-leading OSS/BSS integrated with various modules and automated processes. It includes omnichannel self-care, automated billing, third-party integrations, automated support, alluring innovations which help you become a more customer centric business and much more.
Contact us today to boost your CX!