Provide digital support and sales as well as infrastructure
Cost reduction and value creation through customer interaction on digital platforms.
The use of digital platforms such as web, social and chat is entirely dependent on the provision of networks by telecoms operators. As the engine behind digital, it makes absolute sense for telecoms companies to provide their customers with the opportunity to interact with them on the platforms they make possible.
These interactions generally break down in two ways. Firstly, the provision of customer support across web, chat, video call and social media. Secondly, lead generation and sales through digital marketing and social media outreach.
Customer support on digital allows the customer to interact at a time and in a way that suits them, away from the often lengthy queues when calling by phone.
It reduces cost and friction for the customer and typically results in reduced infrastructure for the telecoms operator too. Due to data privacy regulations it is not possible to discuss individual contract details over social media but we can establish the issue and arrange a call back at a time that suits the customer, and their account will be noted with the conversation details so the agent calling back has all the info ready to go.
For lead generation and sales, we can target either existing customers for cross/up-sell, lapsed customers with new and exclusive offers, or use social media monitoring to identify potential leads based on their conversations.
There is also the possibility to identify influencers and engage with them to drive interest and uptake on specific products or offers.
Social media monitoring also allows to identify any potential risks or crises and escalate these to the key client stakeholders for management or resolution.