Customer Experience in Telcos: Keys to ensure satisfaction

One of the main objectives of any company is to improve the service they provide to their customers. And the telecommunications sector is no stranger to this reality. This is due to the increasing proliferation of competitors and the constant technological advancement of the sector forces TELCOS to consider new ways to improve the customer experience, to meet their needs and problems.

In recent years there has been increasing digitization of business processes and this digital transformation is relentless with companies that ignore the customer experience. It is for that reason that increasing attention is being paid to Customer Experience.

According to Zendesk’s Customer Experience (CX) Trends Report 2021, in Latin America…

While 84% of companies responded that their organization prioritizes CX more than last year.

In the same vein, a survey conducted by Gartner in 2020, noted that 91% of the firms surveyed said that Customer Experience was one of their main objectives when starting with the digital transformation of their business.

In this context, TELCOS have an excellent opportunity to take advantage of, as they are connectivity providers with more than 500 million customers in Latin America.

Therefore, customers who have a better experience with the brand, will be satisfied customers, which generate a lower churn rate, hire more services, and, most importantly, remain loyal.

So, the biggest challenge for the industry is to take advantage of every interaction with its customers to offer the best experience and increase their satisfaction.

It is essential to provide customers with agile, effective, and time-saving means of communication. In this sense, omni-channeling aims to satisfy these three features. It is important to differentiate the buyer persona and contact them through the channels they are interested in and only when they want to be contacted. Therefore, adopting new technologies and innovating to offer a consistent experience across all interaction channels (phone calls, chat, email, text messages, social networks, in-store contacts) is key throughout the customer lifecycle.

Artificial Intelligence (AI), Big Data, and predictive analytics can completely transform the customer experience. This is because the combination of different data offers a deeper understanding and knowledge of the consumer. In this sense, we can conclude that this technology could help not only to build customer loyalty but also to predict which ones are about to leave the company and take measures, in time, to retain them.

Another key player is the internal customer. Employees must be in contact with their colleagues and must feel supported by their employers. It is essential to take care of employees so that they take care of customers.

Another revealing fact from the Zendesk report indicates that 79% of customers in Latin America base their purchasing decisions on the experience they have had with the company. Therefore, companies that place the customer at the center of their strategy are the ones that manage to differentiate themselves in the market and are more competitive. At the same time, they achieve cost reductions because by investing in CX strategies they achieve greater efficiency in their processes, understand trends, and thus attract the customer’s attention.

When customer experience (CX) is brought to the forefront, it is one of the most powerful competitive weapons TELCOS can leverage to increase revenue.

With our Coldview Interactive solution, you can offer your customers a personalized experience that enables them to:

We would like to know how they work on customer experience in your organization.

Learn more about this solution by watching Coldview Interactive‘s video and request your demo!