The telecom industry has become highly competitive and the markets have achieved the level of saturation. In such a scenario, customer retention gains the number one spot on the priority list of the companies.
Latest surveys suggest that a fulfilling experience with their telecom service provider is what matters the most to the customers. Concessions, discounts and bonuses take a back seat this time to superior customer support.
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting or how-to related customer self service.
Let’s take a look at the telecom customer management best practices this year.
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Providing an exemplary customer support is one of the telecom customer management best practices. Establish a robust customer support system for around-the-clock assistance.
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Offering assistance to the customers is not limited to just a call center. Customer support over multiple service channels is the key to success.
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Establish a strong presence over social networking platforms through powerful social CRM strategies to foster customer engagement.
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Align the processes of your call center to those of multiple service channels. Integration of customer data and history of interactions takes the customer experience to new heights.
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Gearing up your customer service representatives to work productively over multi-channel service platform is certainly one of the most important telecom customer management best practices.
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Offer vividly designed interactive user handbooks for customer support.
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Moving the contact center to the cloud is one of the most popular trends for a reason.
In a nutshell, promoting customer retention through creative customer support is the crux of telecom customer management best practices in 2014.
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