Customer experience in the telecoms industry

Customer perceptions of your industry are finally changing — for the better. You’re no longer seen as a digital utility, but this change of perception also means your brand needs to evolve. You should deliver more innovative products and services that reflect customer needs as well as a CX that reflects expectations.

Create a digital-first CX strategy empowered by the human touch

11%

of consumers think telecoms is a CX innovator

25%

would share data with you in return for a personalised service

28%

think telecoms delivers a good digital CX

42%

would pay more for a superior CX

Use CX to capitalise on the need for connectivity

As internet use grows, so does the need to deliver on customer expectations

7 hours

The average time spent online every day

Build experiences that are safer, secure and more innovative

Consumers now want more from their telecom brands than just a connection to the internet. And that means you need to understand their habits and expectations to reshape your products and services. To keep consumers from turning to your competitors, the key is to focus on CX.

You need to go beyond transactions and provide an experience that keeps customers loyal. Be proactive and in the channels where they are, giving them everything they need to resolve their issues and get the most out of your services.

How we help

Omnichannel CX delivery so you’re always where your customers are
AI and automation to develop self-service solutions that elevate the customer experience
Data analytics for understanding customers and delivering personal experiences

Protecting payments and prioritising personalisation

32%

of Americans are struggling with inflation

A CX that reflects the customer situation

Consumers need connectivity, but, in the current financial climate, they also need to spend wisely. Household budgets are being squeezed and brand relationships are being reassessed. So you need an approach to CX that identifies and supports these types of customers.

But as well as spotting and helping the vulnerable, you need to know attrition warning signs and have the tools and processes in place to increase retention and customer lifetime value through upselling, cross-selling and personalized product recommendations.

How we help

First-party collections for helping vulnerable customers
Churn analytics to understand what drives consumers to cut ties
Agent assist to seize every upselling or cross-selling opportunity

Related Certifications

PCI DSS

ISO 27001:2013 and ISO 27002:2013

SOC Type 1 and SOC Type 2

Deliver CX with certainty, in uncertain times

Internet connectivity is a consumer expectation. But that doesn’t mean you can take your customers for granted. Fail to deliver and they’ll take their business to a competitor that can help.

Because CX is more than issue resolution. It’s understanding each customer need and taking proactive steps to serve. With Foundever® you can elevate your CX and build your customer base, even in uncertain economic times.

+25

telecom brands supported

18,000

agents supporting telecom customers

49 NPS

telecom customers

customer experiences delivered daily