Analytics and automation can increase business agility
Digital technologies are changing customer attitudes and expectations about service and loyalty. It’s so easy to find and compare offerings by different providers and then change supplier, that it’s harder for CSPs to retain customer loyalty. With little differentiation between services and prices, it is very often the intangibles of customer service that tip the balance in favour of one provider over another.
There are major opportunities to enhance and simplify service operations through digital technologies and customers are increasingly open to new ways of interacting with their CSP. Intuitive, simple step online self-help processes take pressure off call centres and enhance service delivery. Error-free provisioning of a product to the agreed deadline together with intuitive friendly instructions reinforces the decision to buy.
It is speed of response, agility, flexibility and capability to meet individual needs that helps to reduce customer churn and protects market share. No surprise then that we focus our expertise and experience on helping our CSP customers to be able to deliver outstanding customer service.