4 lessons telcos can learn from delivering bad customer service
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Transcript of 4 lessons telcos can learn from delivering bad customer service
TELC S4 lessons
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can learn from delivering bad customer service
Robocalling. Network degradation. Billing problems.
Just the mention of these issues makes our collective blood boil.
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Telco troubles happen.
How can communication service providers recover from a poor
customer experience?
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Lesson 1: Know your customer
Hello, Mr. Wayne.
Um, don’t you mean Ms. Pearl?
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Use technology that helps you anticipate interactions—including
dashboards that offer a look at profiles, usage and behavior—for a well-rounded
view of your customers.
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Lesson 1: Know your customer
Lesson 2: Ensure that your network—well—works
Not connected
Limited service
Network degradation leads to customer churn. Use tools to predict network
quality issues before the customer service storm strikes.
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Lesson 2: Ensure that your network—well—works
Lesson 3: Streamline billing
No online bill pay?
Use analytics solutions to identify triggers that might lead to customer
drop-off—from not having mobile payment options to failing to
introduce the right offers during every customer engagement.
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Lesson 3: Streamline billing
Lesson 4: Enhance the customer experience with personalized marketing
A free coupon for dish installation?
But I have broadband.”
Don’t leave brand loyalists hanging. Use opt-in programs that draw on social
media data, mobile searches and other customer experience insights to target
high-value customers with real-time offers.
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Lesson 4: Enhance the customer experience with personalized marketing
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Do more than triage the situation—start earning customer loyalty and preventing
customer churn.
Leverage customer insights in real-time with IBM Customer & Network Analytics.
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