CSPs are struggling to provide the premium service expected by consumers, who get too often frustrated by the operator’s process of resolving problems.
In fact, the customer experience (CX) is one area where they can stand out from the crowd. But providing a premium CX is anything but simple. However, there are some key elements which will help telcos take their CX to the next level – let’s take a look.
1. “What are we doing that actually punishes our customers?”
This is the first question operators should ask themselves, and it can be answered by monitoring and measuring all segments of the customer journey to find the specific pain points that their customers come across most often.
Automated diagnostics and troubleshooting tools such as CEMPRESSO Customer Care implemented through multiple channels (mobile apps, chatbots, web, IVR etc.) enable agents to solve customers’ issues quickly and efficiently by gathering useful data and get 360 degree visibility on networks, service and customers to identify and troubleshoot problems, via a step by step guide. By automating these processes across all channels, organisations can streamline complex and long-running processes, increase the number of proactively solved issues, reduce costs of unnecessary field services and reduce overall customer churn.
2. Shine a light on the hidden depths of legacy systems with data analytics
The complexity of today’s telco’s legacy systems often delays answers to solving network issues. And a lack of trained agents at the first line of call means telcos are often led to send engineers on site as visibility on the network is limited, when most of the issues could be solved remotely.
What is needed is a case of filtering data which may provide some useful information and then figuring out how to expand the client applications to get some additional insights. Using an automated platform such as CEMPRESSO AI that can sit on top of existing infrastructure elements, collect information from the network, and provide automated processing of diagnostics and troubleshooting can be useful in this instance as it will greatly reduce the amount of calls that are coming in and the amount of technician call outs. Moreover, you will increase the level of customer satisfaction because you’re solving a problem, in most cases, before it gets to the customer care agents.
3. It’s time to stop being reactive
If operators wait for a customer to call about an issue in order to start solving it, they are already failing.
Operators need a system that will proactively detect customers’ issues instantly, before they are being called about it so the issue can be solved efficiently, before its impact becomes too big.
Automation is the answer. In order to fully automate processes, CEMPRESSO AI constantly processes data from customer devices, network elements, service delivery platforms and OSS/BSS systems will generate the insights for driving of technical operations, customer care and marketing actions.
4. Treat the customer as an individual, not a number
To retain customers, CSPs must see them for what they are — unique and important individuals with specific needs, problems and preferences. Long-term value from personalised service builds lasting relationships, out of which new revenue can be generated.
Developing AI that learns when and how to offer upsell and product recommendations, adjust pricing based on demand and competitive pricing strategies is one option. It’s also important to map that personalisation journey to what’s happening on the service side. This enables customer care teams to be notified to contact a customer before they have even noticed an issue. Moreover, tailored, contextual upsell campaigns and promotions can be developed for automated delivery through any channel. The more a CSP knows its customers and reacts proactively to their problems and needs, the more customers will love and trust their CSP!