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.