4 lessons telcos can learn from delivering bad customer service
TRANSCRIPT
![Page 1: 4 lessons telcos can learn from delivering bad customer service](https://reader033.vdocument.in/reader033/viewer/2022051709/5872e5f81a28abfa548b5ff1/html5/thumbnails/1.jpg)
TELC S4 lessons
IBMAnalytics
can learn from delivering bad customer service
![Page 2: 4 lessons telcos can learn from delivering bad customer service](https://reader033.vdocument.in/reader033/viewer/2022051709/5872e5f81a28abfa548b5ff1/html5/thumbnails/2.jpg)
Robocalling. Network degradation. Billing problems.
Just the mention of these issues makes our collective blood boil.
IBMAnalytics
![Page 3: 4 lessons telcos can learn from delivering bad customer service](https://reader033.vdocument.in/reader033/viewer/2022051709/5872e5f81a28abfa548b5ff1/html5/thumbnails/3.jpg)
Telco troubles happen.
How can communication service providers recover from a poor
customer experience?
IBMAnalytics
![Page 4: 4 lessons telcos can learn from delivering bad customer service](https://reader033.vdocument.in/reader033/viewer/2022051709/5872e5f81a28abfa548b5ff1/html5/thumbnails/4.jpg)
Lesson 1: Know your customer
Hello, Mr. Wayne.
Um, don’t you mean Ms. Pearl?
IBMAnalytics
![Page 5: 4 lessons telcos can learn from delivering bad customer service](https://reader033.vdocument.in/reader033/viewer/2022051709/5872e5f81a28abfa548b5ff1/html5/thumbnails/5.jpg)
Use technology that helps you anticipate interactions—including
dashboards that offer a look at profiles, usage and behavior—for a well-rounded
view of your customers.
IBMAnalytics
Lesson 1: Know your customer
![Page 6: 4 lessons telcos can learn from delivering bad customer service](https://reader033.vdocument.in/reader033/viewer/2022051709/5872e5f81a28abfa548b5ff1/html5/thumbnails/6.jpg)
Lesson 2: Ensure that your network—well—works
Not connected
Limited service
![Page 7: 4 lessons telcos can learn from delivering bad customer service](https://reader033.vdocument.in/reader033/viewer/2022051709/5872e5f81a28abfa548b5ff1/html5/thumbnails/7.jpg)
Network degradation leads to customer churn. Use tools to predict network
quality issues before the customer service storm strikes.
IBMAnalytics
Lesson 2: Ensure that your network—well—works
![Page 8: 4 lessons telcos can learn from delivering bad customer service](https://reader033.vdocument.in/reader033/viewer/2022051709/5872e5f81a28abfa548b5ff1/html5/thumbnails/8.jpg)
Lesson 3: Streamline billing
No online bill pay?
![Page 9: 4 lessons telcos can learn from delivering bad customer service](https://reader033.vdocument.in/reader033/viewer/2022051709/5872e5f81a28abfa548b5ff1/html5/thumbnails/9.jpg)
Use analytics solutions to identify triggers that might lead to customer
drop-off—from not having mobile payment options to failing to
introduce the right offers during every customer engagement.
IBMAnalytics
Lesson 3: Streamline billing
![Page 10: 4 lessons telcos can learn from delivering bad customer service](https://reader033.vdocument.in/reader033/viewer/2022051709/5872e5f81a28abfa548b5ff1/html5/thumbnails/10.jpg)
Lesson 4: Enhance the customer experience with personalized marketing
A free coupon for dish installation?
But I have broadband.”
![Page 11: 4 lessons telcos can learn from delivering bad customer service](https://reader033.vdocument.in/reader033/viewer/2022051709/5872e5f81a28abfa548b5ff1/html5/thumbnails/11.jpg)
Don’t leave brand loyalists hanging. Use opt-in programs that draw on social
media data, mobile searches and other customer experience insights to target
high-value customers with real-time offers.
IBMAnalytics
Lesson 4: Enhance the customer experience with personalized marketing
![Page 12: 4 lessons telcos can learn from delivering bad customer service](https://reader033.vdocument.in/reader033/viewer/2022051709/5872e5f81a28abfa548b5ff1/html5/thumbnails/12.jpg)
IBMAnalytics
Do more than triage the situation—start earning customer loyalty and preventing
customer churn.
Leverage customer insights in real-time with IBM Customer & Network Analytics.
ibm.co/telecomanalytics