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
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
9M
customer experiences delivered daily
Types of services or lines of business
Mobile and wireless
- Digital marketing
- Online acquisition
- Billing
- Sales: Cross-sell, upsell, bundling
- Customer care and billing
- Collections
- Subscriptions
- Loyalty and retention
- Technical support
Broadband, cable and satellite
- Digital marketing
- Online acquisition
- Billing
- Sales: Cross-sell, upsell, bundling
- Customer care and billing
- Collections
- Subscriptions
- Loyalty and retention
- Technical support
Enterprise telecommunications
- Service delivery, including provisioning of circuits
- Circuit activation
- Service activation
- Service assurance, including network troubleshooting