4 lessons telcos can learn from delivering bad customer service

TELC S4 lessons

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can learn from delivering bad customer service

Robocalling. Network degradation. Billing problems.

Just the mention of these issues makes our collective blood boil.

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Telco troubles happen.

How can communication service providers recover from a poor

customer experience?

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Lesson 1: Know your customer

Hello, Mr. Wayne.

Um, don’t you mean Ms. Pearl?

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Use technology that helps you anticipate interactions—including

dashboards that offer a look at profiles, usage and behavior—for a well-rounded

view of your customers.

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Lesson 1: Know your customer

Lesson 2: Ensure that your network—well—works

Not connected

Limited service

Network degradation leads to customer churn. Use tools to predict network

quality issues before the customer service storm strikes.

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Lesson 2: Ensure that your network—well—works

Lesson 3: Streamline billing

No online bill pay?

Use analytics solutions to identify triggers that might lead to customer

drop-off—from not having mobile payment options to failing to

introduce the right offers during every customer engagement.

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Lesson 3: Streamline billing

Lesson 4: Enhance the customer experience with personalized marketing

A free coupon for dish installation?

But I have broadband.”

Don’t leave brand loyalists hanging. Use opt-in programs that draw on social

media data, mobile searches and other customer experience insights to target

high-value customers with real-time offers.

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Lesson 4: Enhance the customer experience with personalized marketing

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Do more than triage the situation—start earning customer loyalty and preventing

customer churn.

Leverage customer insights in real-time with IBM Customer & Network Analytics.

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