Self-service tools have become a major differentiator in the telecom industry with a potential to reshape the future of customer service. Omni channel selfcare allows users to access knowledge at every touch point, enabling self-diagnostics & healing.
Changing consumer lifestyles and advanced technologies have made self-service solutions a necessary choice for MNOs. Some of the reasons why selfcare has become an important part of operators’ customer support program are discussed below:
Faster are Better Resolutions: Connectivity has become a vital part of today’s lifestyle, raising customers’ demand for immediate resolutions to service-related issues. Though response time is a vital performance factor, others like real-time insight gathering, analyzing, and strategy implementing also count.
With a self-diagnostic and healing app on user device, you can easily score high on all these performance metrics.
Customers Prefer Self-help: With smartphones, access to internet has become a common thing that allows people to find answers to most of their queries on their own. This behavior has inclined consumer interest towards an Omni channel selfcare, when it comes to customer support solutions.
A self-service solution, backed by a dynamic & robust knowledge base, enables instant resolutions to end-user issues, meeting consumer expectations.
Lack of Downtime: Gartner states failure to respond through social channels increases churn rate by 15%. Excessive smartphone usage has made round-the-clock customer support a necessity. Here, self-service solutions can help meet consumer expectations with lesser investment than a 24-hour in-house support team.
Loyalty Builds out of Experience: As self-diagnostic and healing tools offer instant, real-time resolutions, this improves customer experience which in turn helps build loyalty and brand value. Thus, self-service solutions can help operators grow substantially, both in terms of revenue and subscriber base.
In short, investing in the right self-service solutions can help telecom operators embrace mobility among users with an Omni channel selfcare to gain more business. However, listening to and understanding customers can help operators build a scalable solution to match their needs.
KocharTech “The Connected Consumer Solutions Company” offers a self service solutions , build on user behavior and analytics, and customized to meet operators’ customer support needs. With over 12 years of experience in the industry, we have been servicing 5 out of the top 25 Global Telecom operators, and have built scalable self help solutions, comprising of self care, self diagnostic, and self healing apps, along with other necessary solutions to help telecoms manage a huge user base easily, and gain higher value in terms of brand reputation, customer loyalty, as well as revenue.
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