How Telecoms Are Using SimpSocial to Improve Customer Experience
Customers are the lifeblood of every company. This is why many telecommunications companies create Customer Success teams, also known as Account Management or Customer Experience teams, to ensure that customer relationship remain satisfied and stable.
However, this is not a simple mission. High customer-to-account manager ratios make it challenging, if not impossible, for Customer Success teams to provide each customer with the attention they need to succeed.
Fortunately, telecom companies may use technological strategies to maximize the value of each customer account. Let’s look at how artificial intelligence (AI) for customer service will help telecommunications companies improve their Customer Success teams.
What Is the Difference Between Customer Service and Customer Success?
It’s necessary to distinguish between Customer Success and Customer Service. Customer success focuses on constructive engagements that lead to better results for consumers. This involves onboarding new customers efficiently and increasing product consumption.
On the other side, customer service is more reactive. If a customer has a query, Customer Service will assist them in resolving it.
Another distinction is that Customer Success focuses on customer retention and revenue generation, while Customer Service focuses on cost avoidance.
Problems with Ability and Retention
It’s common knowledge that retaining an existing customer is less expensive than acquiring a new one. In reality, increasing customer retention by only 5% will increase sales by 25% to 95 percent. If customer retention isn’t a top priority for your business, you’re probably wasting money.
However, there are only so many hours in a day to provide diligent customer service. Customer Success teams are required to prioritize some customers over others, with customer-to-account manager ratios as high as 50:1 or 100:1. High-value accounts (those that have made the largest investments in your offerings) receive the most exposure, while low-value accounts (who make up the rest of the base) receive less. Customers can become frustrated and churn as a result of this inconsistent customer experience.
Some companies believe that disgruntled customers can express their frustration, allowing Customer Success teams to react. Unfortunately, this is not always the case. The vast majority of customers (96%) will not complain; instead, they will actually leave and never return.
Rather than waiting for disgruntled customers to speak up, telecoms can look for warning signs of a potentially troubled account, such as missing meetings or quarterly market reviews, and low product/service use.
Telecoms must embrace innovations that provide greater insight into consumer wellbeing, provide a consistent customer experience across accounts, and push consumers to the next best action—all while increasing team capacity—if they want to retain customers.
Telecommunications Customer Success Software
The telecommunications industry is primed for AI implementation. Businesses also need creative ways to better manage personalized interactions with consumers as their user bases grow. This is where artificial intelligence (AI)—specifically, SimpSocial—comes into play.
Customers are engaged in two-way, human-like interactions through various platforms using SimpSocial, which is a mixture of Natural-Language Processing (NLP) and Machine Learning.
What does this imply for Customer Success professionals? SimpSocial creates and distributes customized communications at scale, encouraging consumers to take action. Here are some of the actions:
New customers should be onboarded as soon as possible.
Collecting customer reviews politely,
Consistently promoting consumer well-being
Growing product use
and generating enthusiasm for expansion opportunities
SimpSocial for telecom helps Customer Success teams reduce capacity bottlenecks and provide a personalized touch to every customer by automating these experiences. More positive focus results in happy customers and happier customers result in more sales retention and growth opportunities.
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