Customer Experience: A Guide for Telecom Operators

Amazon and Netflix are considered “digital natives” for one major reason: they were here first. They were the first to make it big in streaming and online shopping but that doesn’t mean they’re the only ones that are good at customer experience. Your telecom company can use some of the same practices to create customer intimacy that improves customer experience exponentially. A few simple additions and changes to policies can help your telecom operators provide a personal experience for the customer that quickly turns them into loyal patrons. 

What are the differences between SLA-based and consumer-centric dynamic provisioning for cloud infrastructure? Find out here.

How to Personalize the Customer Experience for Large Numbers

Big companies that have high-performance reviews on their products and services appear to be everywhere at once. How do they do it? How is it possible to create a personalized experience when your customer counts are into the hundreds, thousands, or even millions? 

Encourage customers to create profiles on their accounts. This will make information ready when you pull up their account to talk to them and it will be only the information they want you to have. For instance, if a customer prefers to be called by a nickname or if they have children and don’t want to receive phone calls at certain times. 

Hire representatives to interact with customers on social media. You can’t answer every single comment yourself. You’ll notice that big companies like Amazon and Netflix will answer mentions and tags almost immediately. It’s not the CEO sitting behind the keyboard making that happen every time.

Keep training telecom operators that will interact with customers. People that are responsible for customer service will need to tune up their skills regularly, just like with any expert profession. Make sure that those soft skills needed to interact and make things personal for your customers remain in top form on a regular basis. 

Respond to Reviews Promptly

Customers love to review their experiences, and they love to review them more when they’ve had a bad experience. But that bad experience doesn’t have to be a lost customer. In fact, your telecom operators are more likely to make a lasting impression by fixing a mistake in a positive way. This requires responding to reviews promptly. As soon as a customer leaves a review, good or bad, try to respond within a few hours and let them know they’ve been heard. Knowing that someone is listening to their concerns and praises makes them feel like the valued customers they are. 

Build a Trustworthy Team

You can’t do it all by yourself. Your telecom operators will need to take on some of the responsibility of personalizing the experience for customers. This means that the people who handle social media, reviews, and other aspects of customer service need to be people you trust. You can achieve this relationship with your telecom operators by providing training and team-building exercises. One of the best ways to keep your customer service and personalization cohesive is to know the people who are handling it for you. 

Follow Through Every Time

Answering comments and reviews are one thing but follow-through with customers on every job is also important. Your telecom operators should have a protocol that has them follow up with your customers for feedback after they interact with a customer. This could mean an email reply, a phone call, or a text. Ask your customers how they want to be contacted and then use that after a service is provided to get the feedback you need. This feedback constitutes preferences straight from the customer! It can be in the form of a simple survey, a personalized follow-up from the telecom operator or a special offer for the incentive to order more services. Whatever the communication may be, it should be something that yields information about the customer’s experience so that your telecom operators know what works and how to do better next time. To learn more, contact us today and let us help you make every customer’s experience spectacular! 

What are the differences between SLA-based and consumer-centric dynamic provisioning for cloud infrastructure? Find out here.

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