Mobile Self Care Solution – Automating Telecom Customer Service
Posted On: December 28, 2016
In the business world, the digital transition brings the benefits of better customer loyalty and brand value. Simplifying customer service process through self-service tools is slowly becoming a must for the telecom industry. Not only for the operators, but a mobile self care solution also benefits subscribers with precise, instant answers to their questions.
Thus, enabling self-care helps telecoms minimize costs, enhance customer retention and loyalty, as well as gather user data for better services. This results in a win-win situation for service providers, because of these significant benefits.
Empowering Customer Service Automation
By deploying a self care solution, telecoms can empower customers to solve their issues on their own. This helps reserve support agents to address issues that can’t be solved without human intervention. There are multiple self-service options available, like mobile apps, FAQs, user communities, and forums.
Most of the telecom companies today prefer deploying a self-care app, which answers most of the common queries on users’ device only. On the other hand, user communities help get issues resolved without dealing with the service provider. This helps telecoms save support costs as well as free up agents for immediate attention to pressing matters.
Gathering Customer Insights
Enabling self-service helps communication service providers collect granular data on frequent and common problems faced by end-users. With this data, operators can develop proactive resolutions to address issues before subscribers start facing difficulties. This helps customers feel valued and promotes better brand relationships with higher customer loyalty and retention rate.
In short, collecting data to predict customers’ complaints and churn can help telecoms make effective efforts to prevent the loss.
Improve Agent-Assisted Service
Though a mobile self care solution may help telecoms reduce support cost and call volume, some issues still need human intervention. Thus, service providers need to make sure that their representatives are available, as and when required.
Deploying a mobile selfcare application helps agents focus their time on assisting high-valued customers or solving critical service issues. Ideally, subscribers expect a brand to deliver an omni channel selfcare service. Here, service providers should ensure availability of support agents or tools on the channels customers prefer. A self-care tool should guide the end-user to the right agent-assisted channel, in case it fails to solve the problem.
In short, digital transition offers many advanced methods for the communication service providers to deliver better customer service. Self-service tools like a mobile self care solution are great tools to maintain positive experience. These should be backed by agent-assisted channels, wherever required.