With so many platforms available, it’s crucial for telecom companies to find a way to put them all together. Customer habits evolve at a fast pace – today, a single-channel approach may be the reason for migration to a different service provider. The telecom clients want to be able to smoothly switch between platforms and finalize purchases in no time, providing as little data as possible. With an omnichannel strategy, it is possible to keep up with their expectations.
Where to start? Here are some steps that may help you organize the process of creating a multichannel strategy.
#1 Determine the most used channels
Your purpose is not to provide your customers with every option available out there but rather to adjust to their preferences. Use the existing user-related data to identify their preferred channels and include them in your strategy. Aside from social media, you may reach out for the mailing automation and consider introducing your own app that would put all the communication channels together. Or choose the progressive web app instead, as many big fishes do.
#2 Don’t rely on automation
Automation is a great way to optimize the processes in the telecommunications sector due to its heavy demand for customer service. Chatbots, video assistants – these solutions can streamline processes in customer support departments, taking over less demanding tasks. However, the AI-only approach may not take you far. Some clients prefer contact with a real-life consultant. If they’re forced to interact with the AI, they may consider changing a service provider. It’s essential to provide them with options – chatbot, automatized video assistant, calls, video calls, mailing, and so on.
#3 Provide customer support across channels
The customer may try to reach out to you via different channels, including social media (for instance Facebook, Instagram or TikTok) or emails. With the efficient platform that puts all these channels together, the customer service assistants will not overlook a single request while you’ll be able to measure the efficiency of the processes and keep track of the results.
#4 Don’t forget business customers
Enterprise customers have different expectations and needs than the regular ones, so it’s worth introducing the B2B self-enablement platform that addresses them. The B2B telecommunications platform should provide the business customers with networking opportunities as well as enable them to access detailed reporting, and set up split bill policies. In addition, they should be able to manage complex hierarchies and access all products and services via single platform.
You made that look easy!