The unstoppable mobile-first trend is keeping customer service very busy these days. Digitalisation and the creation of attractive touchpoints is a strategically important building block and will occupy the industry for a long time to come. So customer service is not only at the centre of attention for Internet providers, it is also facing major changes. This makes it all the more important for ISPs to prepare for the upcoming challenges in good time so as not to get lost in the waves of change and lose touch with the competition. However, the answer to the question of how ISPs meet these growing end-customer demands in terms of usability and functionality sounds almost too simple: a one-app strategy that covers a wide range of desired functions while providing an excellent customer experience.
A solution for many challenges?
Implementing a one-app strategy in your company allows you to offer your customers a single point of contact for all their needs. A wide range of services can be integrated in just one app, including customer support via multiple contact channels, billing and contract information, service requests and much more. But why is such a solution so attractive for end customers?
In August 2023, 2.65 million apps were available for download in the Google Play Store.¹ For every conceivable problem, there is now an app that is supposed to make another life situation easier or better. An app that contains several different functions and thus saves one or more other apps quickly becomes a must-have in view of the incredible mass of apps available.
What do today’s customers want?
Despite the diverse wishes of the end customers, there are often specific requirements that customers place on a modern service:
- Use services via the smartphone as a matter of principle
- View contract and invoice data
- Direct connection options to customer service
- View and track operations
- Current offers and promotions
- Advantages of customer loyalty measures
Companies that integrate these central demands of end customers into their service landscape are creating a sustainable basis that can meet the coming challenges in customer service. At the same time, you also present yourself as technically competent and customer-oriented.
One app for all customer needs
Customers appreciate technically experienced companies. By implementing a one-app strategy, you stand out from your competition and show that you offer a service at the cutting edge. This helps to strengthen your image and can attract new target groups.
In addition, a central app enables better analysis and evaluation of customer interactions. By integrating different data points into one app, you can gain valuable insights into customer behaviour and optimise your services accordingly. An app can also serve as a platform for targeted marketing campaigns to encourage customer engagement and promote new products or services.
We have already published a very interesting article on this in our Conntac blog:
