Customer experience is a key differentiator in a fiercely competitive market where switching providers is easy and encouraged. These days, Telecom companies must be among the most nimble and creative to keep customers paying their monthly bills over the long term. Plus, you constantly need to adjust to industry changes from mergers and acquisitions, service commoditization, and manage under increasing pressure from regulators to avoid significant fines for non-compliance. Delivering an elevated customer experience has never been more critical for your intensely fast-paced market.
Benefits for the Telecom Industry
Prove they’re not just an account number. Earn greater customer satisfaction and loyalty using CallidusCloud CX Feedback to collect and act on input, as well as capture personalized info such as device and language preference to prove that you’re listening and respect how they want to communicate. With CallidusCloud CX ServiceMotivate and Employee Training, your agents are equipped to handle all interactions knowledgeably and efficiently.
Stay ahead of the market. Given the rapid evolution of available Telecom services, you’ll benefit from asking customers for feedback before you launch a new product or service offering. With CallidusCloud CX Feedback surveys, you can collect input on service and technology bundles, billing options, campaigns, and offers to be sure you’re fully aligned with what customers want.
Improve customer retention rates. The strength of your services and competitive pricing are no longer enough to keep customers, especially when your competitors are aggressively marketing for them to switch providers. With CallidusCloud CX, you can embed customer feedback, agent performance and training, and engagement functionality into your existing processes to prioritize the customer experience and decrease churn. Leverage CallidusCloud CX CommunityMotivate to provide self-service support as well as inspire and reward participation.
Train and retain happy agents. It’s well known that hiring new employees costs the company much more than maintaining your current team. Plus, disengaged agents guarantee a poor customer experience, so take advantage of CallidusCloud CX Feedback and Employee Training to keep a close eye on employee satisfaction levels and ensure that they’re educated on the latest products and procedures.
Stay secure and compliant. Telecom companies face stringent sector-specific regulation, plus a variety of unique data protection and data security risks. With the CallidusCloud CX platform, you can trust the proven security of a ISO27001-compliant technology and a seasoned team of cloud computing experts who can work with you on your level.