An enhanced omnichannel experience means seamless swapping and smart channel integration. For instance, leveraging interactive voice response (IVR) in a mobile app when customers are incapable of resolving issues and proactive follow-up when promised response times are exceeded. The information must flow seamlessly, between the physical and digital world, for instance, by enabling customers to scan a QR code on a device or printed communication.
Prominent operators are already emphasizing on customer service performance and quality. They meticulously monitor and address the possible deterioration in customer experience (such as dropped calls and low video or audio quality) by leveraging Quality of Experience (QoE) features in the network, Operational and Business Support Systems (OSS/BSS), and devices.
However, most operators need to put in extra efforts to express they care about customers’ perceptions. One instance would be a system to inevitably compensate customers for poor experiences before they complain, turning potential dissatisfaction into a delight. Operators could also innovate their business model to sell a customer-specific QoE instead of data volume and bandwidth.Customers expect to adjust the services they purchase in a flexible and personalized manner. Enabling customers to align their product or service should come without standard tariffs or increased out-of-bundle costs. By linking unit prices per service for all (not just new) customers, operators could minimize customers’ reconnections, saving on Subscriber Acquisition Cost (SAC). To limit the Average base Revenue Per Unit (ARPU) dilution in this situation, operators require an upsell strategy as a countervailing measure. An example would be to modify all sliders for present customers to keep them on the same ARPU, then let them pick “pay less” or “get more.”
Operators need to connect with and learn about their customers. For example, by connecting with their customers on social media, an operator could augment their CRM data and empower agents to relate to a customer’s personal life (where appropriate) more precisely (with knowledge about hobbies and interests, a reference to latest holiday photos, and so forth).
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