Telecoms is central, even essential, to our lives. Creating a superior customer experience is a vital differentiators for operators – how good are they at delivering multichannel service to users?
The rapid rise of digital channels and mobile devices means it’s easier than ever for consumers to engage and ask questions of brands they want to do business with. But many companies – and even whole industry sectors - are struggling to cope with the sheer volume of customer contacts and queries, according to the 2017 Eptica Multichannel Customer Conversation Study
Be it broadband internet services, pay TV, landline or mobile, the telecoms market is incredibly competitive. The pace of technological change means that new services are constantly being launched while there is ongoing pressure on prices, with consumers demanding more for less at every contract renewal. All of these factors make customer service a key battleground...
Customer experience has been front of mind for marketing and customer service professionals for a number of years, but does it really have a big impact on the bottom line?
According to UK industry regulator Ofcom, customer experience is improving across the sector. Its latest data found that the total volume of telecoms and pay TV complaints decreased between Q3 and Q4 2015. The only sector where issues grew was pay monthly mobile, where the average rose to 10 complaints per 100,000 customers, from 8 in the previous quarter. While there were spikes in issues...
Research shows that 82% of consumers say they’ll switch to a rival if a mistake made at one of these touchpoints* is not addressed. It is easy to see why businesses focus on making every interaction as seamless and high quality as possible.However, a new report by consultants McKinsey points out the downsides of focusing solely on individual touchpoints rather than also...
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...
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...