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.