Posted On: December 29, 2016, By: Rishu Kapoor379 Views
Digitization has significantly transformed the communication landscape, creating a competitive market for operators. Delivering a better experience builds customer loyalty & satisfaction, where operator self service tools help achieve the same.
Moreover, customers today are getting connected digitally, and expect service providers to deliver support services across digital channels as well. Here, telecom companies need to add or upgrade their self-care tools to cover the digital touch points, like smartphones and tablets.
The Rising Self-Service Trend
The use of web self-service surpassed that of voice channels for the first time in 2014, as per Forrester. The trend is further expected to grow, with mobile and technology gaining preference among consumers for resolving issues. Another research by Aspect Software states that 73% of customers are willing to solve product or service related problems on their own.
Getting the Self Service Telco Right
The desire of consumers for self-service doesn’t deny the importance of agent-assisted channels. Though telecom self care proves to be an excellent approach for efficient customer service, it should be accompanied by other channels for better results & brand value.
Streamline Business-customer Interactions
Customers prefer support channels that help them find the desired information quickly and easily. A mobile self care application allows customers to solve their issues with the least hassle, where some advanced tools don’t even need user’s intervention.
Evaluating the Issues that Self-service can Solve
Empowering customers with self service telco tools is feasible for simple, straightforward problems and not complicated ones. However, there are some complex challenges that the popular DIY video tools can help solve. When a self-care tool fails to address the problem, it should direct the consumer to an agent-assisted channel.
Couple Self-care with Assisted Support
Guiding subscribers to complete operator self service transactions with assisted support further improves customer service efficiency. This also reduces support cost while allowing end-users solve their issues on their own more confidently, if encountered again.
As discussed above, customer preferences are changing rapidly towards self-care customer support options. To cope with the evolving needs, self-service strategies should involve continuous improvements rather than one-time effort. Service providers need to gather data and analytics to understand how customer expectations are changing, and what they need to do for a better end-user experience.
Gain Better Results with a Proper Self-service Strategy
Though the use of self-care is on the rise, still many users prefer traditional support channels. Thus, a service provider needs to prepare an effective strategy with the right operator self service tools to meet the evolving subscriber needs and expectations.