How to Elevate the CX in Telcos with 8 Simple Steps

Telecommunications companies must take the step to undergo digital transformation to achieve and maintain a superior customer experience.

One of the great challenges facing companies in the telecommunications sector is reinventing their business models to adapt to digital transformation to offer a better customer experience. User ratings are a determining factor for brand recognition and have a direct impact on the return on investment (ROI), making customer experience vital to a successful business model.

To do this, telcos companies must evolve toward new management models that facilitate both communication and the optimization and automation of processes that influence customer interactions. The service experience is the main factor that people will consider when determining which company is the best.

According to a report published by Adobe in conjunction with Forrester Consulting in 2021, “EDBs [experience-driven businesses] that invested in improving customer experience, generated a greater impact at a commercial level, increasing their revenues 1.7 times faster than other companies that year.”

Here are eight essential steps to help your company provide an exceptional customer experience and increase revenue:

1. Implement an omnichannel for customer communications:

Today, customers are demanding that Telcos have different digital channels for customer service, communication, and query resolution.

Therefore, it is necessary to begin to unify virtual media channels, such as WhatsApp, web chats, or video call services, to meet the needs of customers and to facilitate open and effective communication.
Further, companies need to do this while maintaining the same great level of customer service that is provided by face-to-face interactions.

2. Automate management processes to improve service:

Today, systems like Q-Flow® BPM allow the automation of complex or repetitive service processes such as Appointment Booking. This solution impacts customer flow optimization, as well as back-office automation. Some of the other benefits of implementing this technology include:

• Case process optimization, such as real-time updates and notification of case statuses and resolutions
• Pre-appointment data
• Appointment management for virtual and physical appointments
• New customer appointment scheduling
• Event scheduling
  
  

3. Implement the use of virtual assistants for the service provided:

Achieving excellence in customer experience for telcos requires innovation in each of the customer service channels.

In addition, it is necessary to offer new options for customers who have difficulty traveling to physical branches or have come to prefer no-contact service, to resolve their queries or requests.

With Assistant Anywhere, appointments can be executed via video calls, through a variety of channels, by assigning the proper executives to the right customer and enabling the customer to manage and attend to their services through an entirely virtual setting.

4. Apply Big Data and CX Analytics tools:

Currently, there are Big Data tools integrated into process management systems such as Q-Flow, which allow the collection of a large amount of data in real-time. It tracks customer interactions throughout the entire service.

This data is key to creating user profiles based on microtargeting and developing CX strategies. In addition to favoring the creation of more effective marketing campaigns, it is aimed at audiences with specific and segmented needs.

Further, by using these tools companies can learn about user behavior and improve how they are addressed, offering alternatives in different channels according to their consumption and a better customer experience. It is also possible to identify new opportunities in the market.

5. Personalize customer care:

Most customers want to feel that telcos take their needs into account. And they will increase their service ratings if they feel they are receiving personalized attention. As Deloitte reveals in one article, “Giving customers what they want, when they want it—even before they know they want it—is the goal of personalization in the Technology, Media & Telecommunications (TMT) industry.”

Further, companies must adjust to the demands set by the newer generations who influence current purchasing and consumption trends and show great interest in establishing one-to-one relationships with brands. The current demand is the call for more personalization from a business.

Doing so ensures them that their requests will be answered and generate greater engagement with the company. In addition, it should be taken into account that millennials alone make up 35% of the workforce.

Thus, it is important to innovate the personalization of customer service. To achieve this, telcos can rely on tools such as one-to-one marketing, which allows us to identify and segment the needs of each customer according to the interactions they have had with the company, learn about their individual preferences, and offer products and services tailored to their consumption needs.

6. Ensure customer satisfaction:

To achieve excellence in customer experience for telcos, companies must be able to meet the expectations generated by customer preferences.

The Q-Flow platform allows the implementation of satisfaction surveys to measure the level of Customer Feedback that companies receive from their customers and audio recording systems to evaluate and improve the quality of face-to-face customer service. Creating constant feedback helps CEOs understand which areas of the service they need to adjust to optimize their customer satisfaction and increase revenue.

7. Provide effective queue management:

Maintaining good queue management will help you to organize the service processes within the store and prevent long wait times from increasing the customer abandonment rate.

In addition, the Q-Flow platform has tools that allow customers to queue virtually through a mobile device or their browser. These benefits:

• Help to reduce foot traffic at physical stores
• Reduce wait times and lower the abandonment rate
• Allow users to personally manage their place in line
• Increase productivity by streamlining processes, giving staff more time with customers
• Create omnichannel solutions to maintain communication with customers virtually
  
  

8. Maintain a successful BPM

The customer experience is a major component of any successful business strategy. A  BPM integrates all the functionalities needed to improve the customer experience in telcos. It requires a comprehensive approach that includes the digitization of the different areas within the system. In addition to centralizing all management processes in a single platform, it allows you to:

• Accelerate digital experiences across your entire enterprise by eliminating unnecessary steps and automating the workflow.
• Migrate to a 100% digital experience for both your users and your operators.
• Make it easier for your customers to register for multiple services and choose the shortest queue to reduce wait times.
• Configure your service features to meet the individual needs of your customers.
• Manage the development of omnichannel operations and wait times.
• Control data and specific metrics for CX analysis.