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Make your service future proof – we are happy to help!

Your customer service is well positioned at the moment, you have obviously recognized the increasingly important role of support in the Telecommunications environment: a positive CX in customer service is the best way to retain and win customers. So it is all the more important to continuously improve support and to attract even more customers in their communication behaviour. This is not only because it increases external key figures such as the Net Promoter Score (NPS), but also because there is massive potential – especially for Telecom companies – to save costs internally.

We therefore say: Old concepts do not win new customers. And customer acquisition in the Telecom environment is nowadays just a matter of support. Add new technologies to your Telco service, stay on the ball and improve your customers’ CX continuously. In short: Turn a decent customer service into one that wins you new customers – there are plenty of concrete possibilities (self-service, ML-based NBAs, automation, …) Take a look at our whitepaper “How Technology Improves the Customer Experience in Telecommunications” and contact us at any time if you have questions!

WHITEPAPER

These 4 Technologies Improve Customer Experience in Telecom

Read our whitepaper

WHITEPAPER

These 4 Technologies Improve Customer Experience in Telecom

Read our whitepaper

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.

„CX is what consumers can still differentiate once they‘re all using the same network technology.“ 

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