Improve Customer Support One Chat at a Time.
The telecommunications industry is connecting people across the globe via networks, telephones, mobile, and internet. This touches almost all of us every single day. With heavy competition in a saturated market, telecom customer support and engagement has never been more important.
With only 41% of consumers believing they get a good experience from Telecoms, it’s time to break away from the status quo. Price is no longer enough to beat out competition. Engaging customers in the right way at the right time is key to differentiation when being “offline” is not an option in the hyperconnected world we live in.
You’re in the business of connecting people, but are you connecting your customers to the right support? It’s no secret that the telecommunications industry has a reputation for poor customer service. With research showing that 82% of customers have stopped doing business with a company following a bad customer experience, it’s vital to make each engagement count.
In the age of digital transformation, emerging technologies like Artificial Intelligence (AI) are widening the customer experience gap. Integrating AI will make organizations stand out!
Customers expect support when they want it, where they want it, and how they want it. According to the Aberdeen Group, 55% of businesses use at least 10 channels to interact with Customers daily. Bold360 allows you to seamlessly engage with customers across a variety of digital channels including AI chatbots, live agent chat, email, SMS, Facebook Messenger, and more.
When it comes to engaging with your customers, it’s time for you to make the first move. By leveraging artificial intelligence, Bold360 enables companies to interact with prospects and existing customers in a more personalized and intelligent way, creating opportunities to establish new relationships, convert more sales, and increase customer retention. Proactive engagement allows you to show them products similar to what they have purchased before, or that compliment what they have in their cart. You’ll increase average order value and decrease abandonment.
Let’s be honest, most customer service issues can easily be solved with a simple solution, yet many organizations fail to provide self-help beyond a static FAQ document. Organizations using customer self-service software have a 71% greater annual improvement in customer satisfaction rates. Bold360’s patented Natural Language Processing (NLP) can interpret complex language and understands your customers intent.
Even a bot can use a little back up when questions become too complex. Not all telecommunications problems are as simple as download speeds being slow. If an entire network goes down, it could bring an organization to its knees. Bold360 allows for seamless transitioning between bot to human, and even back to bot. This gets customers back up and running faster, while helping agents in service centers spend their time on the more difficult escalations.
Reduction in contact-us escalations
Discover smarter, more personalized engagement.