Critical Aspects of Telecom Customer Experience
In an era of convergence of technology, the telecom industry is undergoing a functional change.
Technological innovations over the years have made networks more versatile with increase in
complexity and support system. In an industry sector where customer experience is imperative in
attracting and retaining customers, such complexities has a great impact on customer management.
Further, with customer experience being a moving target, the enterprises need to feel the pulse of
changing customer needs and expectations.
To understand the expectations of a techno savvy customer, enterprises have carried out a number of
customer interaction services and cross-industry studies besides using predictive chat session on
websites and social media portals. All the studies showcases extreme customer satisfaction in loyal
customers. However, even as telecom and other organizations struggle to meet the consumer
expectations and provide them with expanded data services, through collaborations the consumers
still looks forward to best deals and latest applications.
A satisfying customer experience being one of the key differentiators in the aggressively competitive
converged services world, the challenge for enterprises lies in improving customer service and provide
advanced solutions to better the consumer experience. To move ahead, on these lines, enterprises first
need to understand the key elements of telecom customer experience. The service providers need to
ensure that besides faster service, they also need to ensure pricing and billing facilities to meet
Thus the key ingredients necessary for a successful telecom customer experience includes
· generating and prioritization of customer experience initiatives
· following best practice for customer experience governance and journey mapping
· Overcoming organizational silos
· building an effective strategy
Further with digital data boom, enterprises also need to ensure reliable connectivity. However,
compelling customer experience begins with simplicity and ease of use of services and devices that
meet the customer requirement, a consistently responsive pricing and after sales service such as billing
clarity and accuracy besides a good brand image. Today's technology enabled business environment
offers the telecom enterprises a number of customer experience solutions.
The consumer journey which starts with the purchase of a service or product goes through a number of
industry specific application designed by predicting customer interactions. The applications so designed
offers customer experience in the form of speech self -service that would help consumers understand
their bills and manage the technology usage, all around support for on-boarding, signing of new
contracts and plan change . Further, being a cloud-based service this ensures faster implementation,
and integration to the back-end databases.
Understanding customer emotions and using the key ingredients will help in achieving exceptional
telecom customer experience.
Related links: predicting customer interactions, speech self -service