Ring, ring — as customer expectations grow to record highs, telecom leaders are picking up the phone and dialing into customer needs by making CX a top priority.
Why now? Telecoms is facing one of the most intense “make or break” moments in history. As the rise of 5G makes connectivity more of a common luxury and major tech companies sprint to offer intuitive, digital-led services, traditional players are feeling the inevitable pressure of fierce competition.
If they don’t step it up, they could get left in the dust. Consumers nowadays are not shy about voicing their expectations, and they’re definitely not slow to switch brands after one negative experience.
So how do you win loyalty in a world of fair-weather customers? A key competitive differentiator, as many telco leaders have realized, is customer experience.
How do you deliver the most seamless, modern, superior customer experiences that stand out amongst the others? The competition is on, so lace up your trainers. Are you ready to go full speed ahead in the race for retention? Here’s how to cross the finish line first:
1. Make AI your ally in the contact center
AI is transforming customer service across industries, and telecoms are no exception. In fact, in a recent study, the majority (56%) of global telecom providers saw the impact within a year and had partially or fully integrated AI and automation in their operations.
Using AI as a backbone in your CX strategy can completely transform how your contact center runs. What does this look like? Here are a few ways:
- Chatbots: AI-driven chatbots and virtual assistants can provide around-the-clock support. By automating responses to common inquiries and offering quick solutions, telecom companies can improve customer satisfaction and loyalty.
- Self-service: Self-service and 24/7 availability can improve CX and tremendously decrease the number of calls to the contact center, freeing up your agents and unburdening your contact center. Self-service portals powered by AI allow customers to access info and resolve issues independently, which they would rather do instead of talking to an agent because it’s quicker and easier.
- Analytics: AI comes into play in analytics, which as discussed, is key to identifying patterns, correcting areas for improvement and personalizing interactions. This not only enhances the efficiency of your contact center but also enriches the customer experience.
Embracing AI in the contact center is not just about technology; it’s about enhancing human connections through efficient service.
2. Use analytics to predict your customer’s next move
If you want to impress your customers, you have to get to know them first. Just like with any friendship, you need to get to know the other person to bond with them. And you can’t do that by assuming you know what they want and what their problems are. That’s why you need to lean on analytics.
By analyzing the customer journey, you can gain insight into your customers’ habits, preferences and potential future actions. Predictive analytics can help identify patterns, such as when customers are likely to upgrade their services or when they’re at risk of churning.
Analytics can and should be viewed like a crystal ball to forecast potential problems before they escalate. For example, if a particular service issue is continuously popping up, analytics can alert teams to address it proactively, reducing customer frustration and enhancing satisfaction.
You can also use it for ‘personal touch’ enhancements, by understanding the customer’s history and personalizing certain moments to cater to what your customers want.
3. Add EX (employee experience) as part of your CX strategy
If there’s one thing we try to emphasize at Foundever®, it’s that the employee experience is the customer experience. In other words, happy employees = happy customers. Customer experience does not exist in a vacuum; it is intrinsically linked to employee experience.
Happy, engaged employees are more likely to provide excellent service, which directly impacts customer satisfaction. By spotlighting EX in your CX strategy, you can create an environment where employees feel valued and empowered.
So how do you empower your employees and make your contact center a happy, thriving ecosystem? Here are three ways to boost morale:
- Set them up for success: Invest in training and development programs that equip your employees with the skills they need to succeed. When agents feel confident in their roles and are well-prepared, they are more likely to be motivated and engaged.
- Focus on feedback: Create an environment of open communication where employees can share their ideas and feedback. It doesn’t stop there, though — listen, and then act on areas for improvement.
- Make work fun: In a recent survey, a whopping 90% of respondents said gamification makes them more productive at work. Create friendly competition with a system of games by tracking performance, allowing employees to earn points and receive rewards.
When employees are motivated and equipped to do their best work, they will naturally create positive experiences for customers, leading to higher retention rates.
4. Stop the silos by sharing and streamlining data
In many telcos, departments operate in silos, which is a root cause for fragmented customer experiences. How do you put a stop to the silos? It’s time to quit playing hide and seek with data by making it a priority to share and streamline it across departments.
Doing so can help you gain a holistic view of the customer journey. Implementing integrated systems allows for a seamless flow of information, ensuring that every team member has access to the same data.
When everyone is on the same page, you’ll see the power in numbers, and suddenly your brand is a force of nature. Customer experience should not just exist in the contact center — it should be at the forefront of every department’s goal. Having this mindset will help you understand customers better, address their needs, and give them the quality, above-and-beyond experiences they crave.
5. Secure your bottom line with strong data safety measures
Data breaches and privacy concerns have never been more rampant, and customer trust is something you have to fight for to earn loyalty. The unfortunate part for telecom companies is they’re a prime target for threats since they can handle vast amounts of sensitive information.
How can you win trust when you’re facing these threats? You need to get serious about security and arm your data with the most robust, rock-solid safety strategies possible.
- Make security a top priority: Invest in advanced security technologies, conduct regular audits and stay compliant with industry regulations.
- Practice transparency: Communicate your commitment to data security transparently to customers, reassuring them that their information is in safe hands. When customers feel secure, they are more likely to stay loyal to your brand, knowing that their privacy is prioritized.
- Training, training, training: Make it crystal-clear to employees what to look for, so they can spot and stop cyberattacks in their tracks.
Win CX and win the race for loyalty
In the competitive telecom landscape, winning customer retention is not just about the services you offer; it’s about the experiences you create.
If you want to dive deeper into best practices for telecoms customer experience, check out our best practice guide: “Wired for success: Dialing into telecoms CX.” In it, Foundever offers valuable insights and strategies to help your brand thrive and stand out among the competition.
