Telecoms has always been important at Christmas, with families and friends keeping in touch by telephone for many years. However, the rise of superfast broadband, social media, IP telephony and on-demand/pay-TV services mean that it is now an essential part of the Christmas experience for the majority of families. Whether it is watching sport on satellite TV, downloading the latest music...
The spread of digital customer service channels, from email and chat to social media, can provide organizations with significant benefits. According to McKinsey, if done well it boosts customer satisfaction by 33% while reducing contact center call volume, and generating savings of 25-30%. However, the complexity of multiple digital channels and increasingly...
Communications technology is now central to everyone’s lives. Whereas twenty years ago most people just had a fixed telephone line, today consumers rely on a combination of mobile phones, broadband, and wireless data, to communicate with the world, work remotely and stay in touch with loved ones. As the importance of telecoms has grown, so has the significance of the customer service...
Social media has radically changed the relationship between customers and companies, tilting the balance of power towards the consumer. Poor experiences can now be transmitted around the world in seconds, hurting brand reputation and potential revenues.US cable company Comcast is the latest business to find itself in the global spotlight, after a simple request from a customer to cancel his i...
The explosive growth of smartphones and tablets has had an enormous impact on customer service and the customer experience. Mobile devices allow consumers to find information or interact with companies wherever they are. They make it simple to get in touch across multiple channels (from email and social media to voice and text), driving increased contact volumes. Always-on mobile consumers expect ...
There are lots of ways of measuring the customer experience, from First Contact Resolution rates to Net Promoter Scores. While these deliver useful data, companies also need to step into their customers’ shoes and see for themselves how good service is. Visit your own website and ask the same basic questions that customers do – is it easy to find the right information and do your onlin...
The devastation brought by Superstorm Sandy to the North East United States has impacted huge numbers of people. As well as loss of life, millions have been without power and hundreds of thousands more have had to evacuate their homes and abandon their possessions. And as previous natural disasters, such as Hurricane Katrina, have shown, cleaning up the aftermath and getting life back to norm...
Telecoms companies have traditionally had a poor reputation when it comes to customer service, but new research from Ofcom shows that overall the picture is getting better. Overall complaints against broadband, landline and mobile suppliers are falling, according to the regulator’s latest report which covers April-June 2012.Topping the league for both poor landline (0.53 complaints per 1,000...
When it comes to crisis situations social media is now the front line for customer service. Issues spread quickly on Twitter and Facebook (and company message boards) and are visible to the entire world, drawing in other people who might not even be affected by the original problem. So the risk of damage to a brand’s reputation amongst potential customers and the general public is extremely ...
In its short life, the mobile telecoms industry has changed dramatically. From the introduction of brick-like handsets aimed at business people in the 1980s to mass market adoption and the emergence of smartphones, developments have been non-stop. And with 4G networks around the corner, change isn’t going to end anytime soon.The high speed nature of the mobile phone industry could explain it...