IMPROVE YOUR COMMUNICATION
With Customers
In the course of the Digital Transformation, the following applies especially to Telecommunications companies: When services of different providers converge, customer service and CX become differentiators. Compared to other industries, Telecoms even have the greatest potential to increase their profits through CX – also because they can access a whole host of customer data for this purpose. These are the best prerequisites for accompanying the Customer Journey with corresponding innovations and technology trends. Our white paper covers a selection of these technologies – and explains how they shape a positive CX and improve customer service.
THESE CX TRENDS
Shape modern Telecom-service
- Single Source & Data Lake: The dissolution of data silos enables a 360-degree view of customers and thus personalized information and real-time access to all information.
- Omni-Channel: Keyword CX: Customers can switch freely between different support channels. This saves them time, while service employees have full transparency of all actions – whether carried out by customers or other agents.
- Automation: If frequently recurring service requests are automated, this reduces the effort for employees. At the same time, processing time is reduced, giving agents more time for more complex customer inquiries..
- Artificial Intelligence: AI creates a double added value: service staff can rely on well-founded recommendations for action, while customers either help themselves with high quality or are even proactively supported.
“Technology creates the right foundation of speed, efficiency and ability in customer service to positively influence the customer experience.“
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