Understand and Secure Your Telecom’s Customer Interactions
Why do customers swap telecommunication’s providers? Did they find a better price on an unlimited data plan, broader coverage in their area, or high-speed fiber-optic internet? No, says a joint analysis by the World Economic Forum and Accenture.
Two-thirds changed providers after they experienced poor customer service.
Here’s the problem. These customers are industry blind. They don’t just compare your telecom to others within the telecommunications industry. They compare you to the Ritz Carlton, Amazon, Zappos, and Disney. Your competition isn’t a faceless customer service agent. It’s the smiling receptionist who greets every guest at his resort by name.
What Your Customers Want
Your customers are more likely to access your website on their cellphones than a desktop. However, 90% of consumers reported a poor experience when they sought customer service via a mobile device.
They prefer messaging over live chat. Asynchronous communications like messaging are often more convenient than live chat and voice. There’s no waiting for an available agent. They just shoot off a message, let the customer service agent respond, and then deal with it as their time permits.
If they call, they expect a real person within minutes, if not instantly.
Regardless of how they communicate, they demand personalized service. They want you to know them and anticipate their needs.
Amazing customer service knows that when Carl called six months ago about the poor reception in his basement home office, Janice helped him enable Wi-Fi calling in his phone’s settings. When Carl upgrades his phone, Matt notices the flag on his account and recommends phones with a Wi-Fi calling feature supported by your company. While he’s setting up Carl’s phone, Matt also asks him if he wants Wi-Fi calling re-enabled.
Carl experiences a seamless transition because your company remembered him.
Unfortunately, anticipating your customers’ needs requires personal data. Tons of it.
To your customers, following best practices like ENISA’s Guidelines for SMEs isn’t about the hackers prodding your defenses—up 70% for the telecommunications industry since 2016—or stricter privacy and data protection regulations, including GDPR; it’s about trust. They trust you to protect their data.
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Understanding Your Customer Interactions
Most customer service interactions fall into two primary categories: synchronous and asynchronous.
Synchronous communications require both your customer and your customer service agent to communicate at the same time. This is the phone call your customer made during their lunch hour or the live chat they started before work.
Phone calls and live chats mean your customer set aside their time to contact you. If you can’t resolve their issue within the time they allotted, they’ll have to call back later. When these communications run over the customer’s time limit, the issue either remains unresolved, further frustrating your customer, or they contact you again and restart the process. This wastes their time and yours.
Asynchronous communications are “send now, handle later” communications. An SMS, message, or email isn’t scheduled. Your customer sends you a message during her break and responds to your reply during lunch. Each message clarifies and resolves the issue. The communications don’t break down because of time constraints. Both parties can see what they discussed before. It’s simpler.
Asynchronous communications evolved with the cellphone. They are mobile by nature.
Securing Your Customer Interactions (and Giving Them What They Want)
As landline usage declines and more employees use personal devices in the workplace, GSM exploits, unencrypted collaboration and communication apps, and poorly secured email may leave your customer communications vulnerable to both internal and external attackers.
Protect your communications from data breaches with Adeya.
Adeya’s white-labeled OTT app offers E2E encrypted communications with multi-factor authentication, audit trails, and advanced analytics. Its variety of cryptographic suites and algorithms will help you mitigate cybersecurity risk and prevent data loss. You can even bring your own algorithm.
Encrypted calls keep conversations with your customers private.
When you integrate Adeya with your customer service app, your customers gain access to Adeya Secure Chat. This white-labeled, secure messaging app will let them chat with your customer service department without changing their schedule. Whether they need to send tech support a photo of their modem’s new blinking light, schedule a service visit, or update their financial information, they can do it with confidence because your app protects all in-app communications, including attachments, with military-grade encryption.
With Adeya’s analytics combined with your existing customer service metrics and business data, you can craft a personalized, customer experience that your customers will remember for all the right reasons.
Whether you opt for Adeya On-Cloud, hosted on our secure Swiss servers, or install Adeya On-Premise on your existing infrastructure, we’ll help you customize Adeya’s collaboration and communication tools to meet your needs.