01.06.2023

Customer Expectations for Telcos: Taking Customer Service to a New Level

In today’s fast-paced world of telecommunications, customers are facing increasingly high expectations from telecommunication companies (Telcos). At Conntac, we understand that delivering an exceptional customer experience is not just a competitive advantage but also leads to cost savings and significantly expands the economic potential of a customer base in the telecommunications industry. In this blog post, we will analyze the key customer expectations for Telcos and present opportunities for meeting these expectations.

Consistent Omnichannel Experience

Modern-day customers expect a seamless and consistent experience across various channels. It is crucial for Telcos to elevate their self-service capabilities to provide personalized and top-notch experiences to customers. Whether it’s about mobile access, personalized service, or relevant information, ensuring a consistent omnichannel experience should be a top priority. A study by Salesforce¹ titled “State of the Connected Customer 2022” also reveals that 88% of customers believe that the experience a company offers is as important as its products and services.

Enhanced Internet Connectivity

With the increasing use of streaming services and remote work, customers expect significantly improved internet connection quality. This applies not only to home networks but also to smartphone connections. Telcos should invest in improving their infrastructure (keyword: gigabit strategy) to meet increasing demands and ensure reliable connectivity.

Improved Customer Experience

Telecommunication providers are increasingly confronted with the expectation of delivering an exceptional customer experience. Customers expect a similar level of customer experience as provided by well-known FAANG companies² such as Facebook, Apple, Amazon, Netflix, and Alphabet. This calls for improved applications, more effective call centre measures, and competent point-of-sale advisors. Telcos should invest in technology and training to optimise their customer service processes and deliver an outstanding customer experience to meet customer expectations.

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High-Quality Digital Self-Service

Customer self-service is an integral part of any digital transformation strategy, and migrating to the cloud allows telecommunication providers to offer an omnichannel customer experience. According to a Forbes article³, consumers are increasingly conducting online research before making a purchasing decision. They expect more options at the point of sale, such as self-service, simplified subscription management, convenient billing and payment processes, and overall business process automation. To foster customer loyalty and increase revenue, it is crucial for telecommunication companies to enhance all touchpoints for their customers and facilitate processes such as self-solution and analysis or home network optimization. This is the way to meet customer expectations of telcos.

Digital Touchpoints and Front-End Applications

Thanks to numerous technical possibilities, Telcos can provide various digital touchpoints to accommodate their customers. These include native mobile applications like the Conntac Self-Service App, Progressive Web Apps (PWA), agent console apps, chatbots, and portal web applications. A range of options allows customers to choose their preferred channel for interacting with the company and receive a tailored customer experience.

Future-Oriented Technologies for Achieving Business Objectives

To meet evolving customer expectations, Telcos should embrace future-oriented technologies to achieve their business objectives. Agile teams equipped with comprehensive methodological knowledge and collaboration experience can help increase productivity and efficiency. Delegating work to experts frees up the capacity to optimize additional business processes. By collaborating with specialized IT experts, Telcos can ensure flexibility and effectiveness in developing and implementing solutions.

Conclusion

Telcos face the challenge of meeting high customer expectations and continuously developing their services. To achieve this, they can take various measures, including introducing an intelligent, 24/7 accessible self-service solution, creating a consistent omnichannel experience, improving internet quality, optimizing the customer experience, and deploying future-oriented technologies. Additionally, leveraging successful partnerships with other companies in the industry can foster synergies and drive innovation. By addressing these challenges, telecommunication companies can position themselves as reliable and customer-centric providers, leading to long-term success.

One example of an innovative self-service platform is the solution developed by Conntac. It supports thousands of customers daily with various technical issues. The platform includes the Conntac Self-Service App for customers and the Conntac Dashboard for managers and service agents. This white-label solution expands the service offering to increase customer satisfaction while also reducing the burden on the service hotline. The platform empowers customers to independently resolve technical issues, from troubleshooting internet connections to optimizing Wi-Fi and provides easy and fast access to the customer centre 24/7.

Author: Johanna Kugler

¹Salesforce: State of the Connected Customer (PDF)
²FAANG is an acronym referring to the stocks of the five most popular and powerful American technology companies
³Forbes