VERTICALS
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Delivering a Superior Customer Experience to Customers and Subscribers
If you’re competing in the global telecommunications market today, you probably lack a single view of your subscriber across your business. You interact with them across multiple channels including call centers, online and retail outlets. You're dealing with retention issues, disputes, and offering multiple products and services from multiple business units. If this is the case, then what kind of customer experience are you delivering?
- Churn is still top of mind.
The market is saturated. Retention is critical. Retention figues show that many mobile providers lack the systems to service and respond to the customer. These providers lose 25% of all customers each year. The customer is frustrated by the lack of relevant information that pertains to them. Instead, they are bombarded with product and bundled offers across hundreds of product lines and accessories. When your customer calls, arm yourself with our real-time negotiation tool and watch retention climb.
- How to manage the cost and complexity?
Today many of the leading telecommunications firms — each managing greater than 1M customers, have invested in Chordiant’s Cx (“customer experience") solutions. They are finding with Chordiant, churn issues, ARPU rates, bundled offers, and customer satisfaction are all manageable. It all starts with Chordiant’s “unified view” of the customer, accessible to all channels and business units.
- Optimize the relationship.
Begin to get control of the customer issues, through strategies that take each customer into account. Reinforce your brand with only the offers or resolutions that make sense to them. For example, if your high value multi-line customer is frustrated with a relocation, the system recognizes the long-term value and in real-time authorizes a waiver of fees. O2, a leading provider in the UK supporting 17M subscribers, found a three percent reduction in churn, an 85% conversion rate on inbound offers, and 15% uplift in ARPU, all with Chordiant.
Take a look at how some telecommunications providers have delivered a superior experience for their customers and subscribers.
O2
This short video presentation will give you a good idea of the effects a positive customer experience can have on the profitability of the business...
T-Mobile Austria
In the mobile communications market, euphoria has given way to sober realism. Telcos are fighting tooth and nail for every last customer to avoid being left behind in the competitive race...
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