Reshaping the Customer Experience for Telecommunications Companies
Published: Thursday, November 15th, 2018
“Companies who have been using Panviva have reported an 80% reduction in data entry errors, a 50% reduction in training time, and 26% decrease in agent attrition, which also contribute to healthy profitability.”
In an industry as competitive as telecommunications, it’s getting harder to differentiate your company from others. Other companies may offer comparable products, services, and prices, which makes it even more difficult to compete. When it comes to standing out, your customer’s experience with your company can be the deciding factor on whether or not they continue to do business with you.
Customer Experience is Critical to Telecom Companies
Your download speed is just part of the reason why customers choose you over another provider. Historically, customer satisfaction with telecommunications companies has been on the decline, with the past couple of years showing slight improvements. That’s because companies realize that rates and variety of services are no longer enough to attract and retain customers, especially as new services and providers enter the market.
The rapid expanse of streaming services and other Internet-based companies have allowed the telecom industry to view their business and customers in a whole new way. It’s no longer a matter of “build a big network and they will come,” but rather what else you have to offer customers, especially in terms of responsiveness and reliability.
Thus, there’s a lot more to the way customers experience telecommunications apart from the services they use. The digital era has led to an increased expectation for immediacy and accuracy, and there’s simply no more room for error.
How Telecom Companies Can Change CX for the Better
Are you leading the charge to improve the customer experience in the telecom industry? Given the aforementioned years of rampant customer dissatisfaction with telecom services, this industry could use a few good leaders, starting with how you deliver the customer experience.
Adopting a process approach to the customer experience on your backend can help you provide better service during every interaction. Consider how your customers typically contact your company, why they contact you, and what their perceptions of your company may be before you have a chance to speak with them. Taking a data-driven approach to improving CX can help guide the decision-making process to create effective change throughout your organization.
And when your customers are happy, you’ve given yourself an obvious advantage over your competitors.
Panviva is Changing the way Telecom Companies “do” CX
Panviva is leading the charge to improve the customer experience for telecommunications companies with a cloud-based approach to knowledge sharing. With the Panviva Cloud, companies are better positioned to deliver faster, more accurate service to more customers, eliminate extensive searches for information, and resolve issues quickly and confidently.
Companies who have been using Panviva have reported an 80% reduction in data entry errors, a 50% reduction in training time, and 26% decrease in agent attrition, which also contribute to healthy profitability.