Your telecom company’s success no longer depends only on product or pricing – a satisfying customer experience is highly imperative.
Today, telecom leaders are confronting considerable challenges: from intense competition to wall-to-wall disruption to unprofitable legacy systems. But the highly stressful one is meeting customers’ ever-evolving demands and creating an exceptional customer experience.
Digital transformation is one perfect solution that empowers telecommunication providers to accelerate business activities and processes and overcome the above challenges. In this article, you’ll learn how digital transformation in telecom help companies interact with customers, meet their demands on time, and create an outstanding customer experience (CX).
Table of Contents
How Important is Customer Experience in Telecom Industry?
Telecom companies process millions of orders per day. Quick delivery, fast resolution, reliability, and satisfactory services are fundamental requirements they need to meet while maintaining omnichannel communication and relationship with customers.
Any delay in meeting these requirements can lead to annoying conversations, customer disappointment, and ultimately customer attrition. On the other hand, manually handling millions of customers’ requests daily to resolve customers’ concerns can cause errors, substandard responses, loss of time and effort, and risk to network security. The company may move towards failure. And reputation would be at stake.
Digital Transformation in the Telecom Customer Experience
The latest report says 95% of all customers’ interactions will be AI-enabled by 2025. The prime purpose is to facilitate a streamlined customer journey with a personalized experience across all digital channels. Let’s dive deep into the blog to learn some innovative AI-powered strategies to enhance the telco customer experience.
● Create an Omnichannel Customer experience
With over 3.5 billion searches every day and 1.2 trillion every year, today’s customers have become more tech-savvy. They expect to interact with companies on their preferred channels. Moreover, if they need to shift from one digital platform to another, they want a seamless transition without the need to repeat their conversation.
Telecom service providers, who embrace digital transformation, can meet customers’ requirements efficiently. They can integrate AI-enabled tools such as live-chat service, virtual assistance, and chatbots to engage customers on their chosen online channels and resolve their queries. That way, they serve improved customer service and remain ahead of the game at each customer touchpoint.
● AI/ ML Can Leverage Personalized Customer Experience
Personalized customer experience has become the burning need of many business brands in the telecommunication sector. According to a recent survey, 85% of customers expect brands to personalize their first interaction. That puts massive pressure on telecom companies to deliver highly personalized experiences to prospects and customers. The data is there; how to activate it is the game.
Artificial Intelligence (AI) can be the game changer in this situation. Combined with machine learning (ML) and other tactics, it helps telecom service providers track troves of data more efficiently and effectively. Moreover, it gives you valuable insights that fuels quality leads, stickier engagement, and steady conversion. You can deliver seamless customer engagements and develop greater agility.
● Customer Segmentation with AI results in Better Customer Experience
Customer segmentation – a method of categorizing customers based on similar characteristics – is imperative to create an unparalleled customer experience. It enables you to understand your customers better and gives you a map for similar relationships.
Before, customer segmentation (generic groupings) was often based on general traits like geographic location. With the abundance of data available and constant change in customers’ behavior, this limited approach required a makeover.
AI plays a prime role here. It identifies prospects based on behavioral patterns, preferences, industry, roles, engagement level, and budget, then segments them accordingly. That way, AI allows you to communicate with a similar group of customers who share common goals and preferences. Also, it helps you create an improved customer journey and build a long-lasting relationship with them.
● Empower Customer Service Representatives with Streamline Processes
When it comes to delivering exceptional customer experience, we can’t overlook customer service representatives as they play a pivotal role in this regard. Hence supporting them with streamlined processes, relevant information, and digital tools is necessary.
With the integration of artificial intelligence, telecom giants can reduce human intervention to solve customer service problems. Moreover, AI chatbots can answer customers’ queries and direct them to online resources for assistance. It can also navigate the support request to the concerned department. That way, AI-powered tools can save customers’ and agents’ time and efforts, simplify the entire process, and deliver a smooth and upgraded customer experience.
Digital Transformation: Shifts Customer Experience in Telecom to the Next Level
In the telecom industry, enriching customer experiences is the power to ignite digital transformation. It’s a fuel behind innovations in business processes and achieving operational excellence.
Wipro’s 360-degree customer experience solution helps telecom operators to achieve their customer experience goals by delivering three critical offerings:
- Catalog of KPI/KQIs: We develop a catalog of KPI/KQIs harnessed from the multitude of data sources to address any services-related friction and calibrate customer experiences across both networks and services.
- AI/ML–powered Tools and Models: Our holistic observability framework is designed to optimize the telco’s existing investments while providing AI/ML tools that enable insights and auto-remediation capabilities throughout the company’s digital network.
- Enable Zero-Touch Operation: We transform employees’ ways of working, allowing them to develop operational nimbleness by implementing automation platforms that enable zero-touch operations and data insights-driven business processes. With our expertise, clients can identify opportunities to unlock business value from customer interactions more effectively and eliminate areas of friction in the customer journey with increased agility.
As more and more customers are moving online to browse or buy products, digital transformation has become the top priority for telecom leaders. Using digital transformation, telecom leaders can move closer to customers, understand their problems, and offer solution that meet their requirements. Ultimately, they can drive enhanced customer experiences with higher revenue and growth.
