Technology has changed every aspect of how businesses interact. The Telecommunications industry has been one of the sectors that have turned to digital technology to change how corporate customers interact and solve challenges related to their MNO services. This has been made possible through Corporate Customer Self-Service Solutions that aim to offer customers more independence. This blog will examine how customer service has changed over the years and why self-service technology is such a powerful tool for revolutionising customer experience. Let’s dive right in.
The Changing Landscape of MNO Customer Service
Mobile Network Operators (MNOs) used to rely on traditional customer service methods, which were less advanced compared to today’s approaches which harness the power of technology.
In the past, customer service in the Telecommunications industry heavily relied on personal interactions, such as phone calls and in-person visits. This included using:
- Call Centres: MNOs needed to establish call centres for customers to reach out for assistance, report problems, or inquire about their mobile services. These call centres were staffed with customer service representatives who handled customer queries and aimed to troubleshoot issues over the phone.
- In-Person Support: MNOs commonly operated retail stores or service centres where customers could visit in person to address mobile service-related concerns or seek assistance with billing inquiries.
- Interactive Voice Response (IVR) Systems: several MNOs also incorporated IVR systems into their customer service workflows. These systems allowed customers to use automated voice prompts to handle common queries or obtain specific information. Customers could then be transferred to call centre agents for further assistance if required.
With the advancement of technology and the widespread use of the Internet, customer service has evolved to include various digital channels and self-service options.
Self-service technology is a valuable tool for customers that provides immediate access to information in real-time. It offers corporate customers a consolidated view of their business data, including third-party applications, usage, connectivity, and billing. This technology provides corporate customers with a complete and organised view of relevant information in an easily understandable format.
Using self-service technology, customers can access the information themselves without contacting a call centre. This improves the customer experience by reducing frustrations and ensuring quick access to the necessary answers.
Self-Service Solutions in Action: Adapt IT Telecoms Corporate Customer Self-Service
To understand how self-service solutions assist MNOs in enhancing customer experience, it is essential to understand what this solution allows customers to do independently.
Adapt IT Telecoms designed this solution to help give corporate customers more control and visibility over their Telco services to enhance efficiency and reduce the number of queries coming through to the MNO. This specific solution also assists in helping customers make sense of the large volumes of complex data related to their IT ecosystem, understand the details, allocate costs and usage, and do this quickly and accurately. This is made possible by the following features:Â
- Mobility – is an innovative mobile management feature that assists Corporate Customers in understanding and managing their mobile usage and service. This feature provides unmatched visibility through reports on mobile voice and data consumption, plan types, services and spending. This feature also offers proactive insights and alerts when policies and protocols have been breached or restricted service consumption has occurred. The self-service capabilities further allow Corporate Customers to control their entire mobile environment through an easy-to-use platform.
- People and Organisation – this feature has been designed to assist Corporate Customers in assigning and managing the IT resources allocated to employees and departments. This centralised end-user management feature allows Corporate Customers to efficiently allocate, identify, apportion and monitor all assigned Telco services.
- APN Data Management – this feature gives Corporate Customers unprecedented visibility, control and predictability of data usage. This feature also provides consistent connectivity for remote work and hybrid working environments. It has been designed to empower Corporate Customers to manage their data connectivity, usage and spend quickly and efficiently without complex setups or configurations.
- Invoice Management – this feature allows for consolidating invoices, services, and budget forecasting from one single, centralised platform to improve financial visibility. This feature provides insight into billing information and reporting. Â
From the above, it is clear that this self-service solution’s features provide corporate customers complete visibility over their Telco services. With this visibility, they can access all the information they need in real-time, identify any problems and log disputes with a click of a button. There is no need to sit on hold waiting for a call centre agent to find the information required. Customers can access this directly. Below we highlight how this empowers customer experience and adds value.
Empowering Customers: Adding Value and Enhancing Experience
The Self-service solutions, like Adapt IT Telecoms Corporate Customer Self-Service solution, enable customers to take control of their own tasks and access information without the involvement of customer support representatives. The result of which is a more efficient and satisfying experience. Over and above this, the implementation of this kind of solution has the following benefits:
- Convenience and Accessibility: Self-service solutions offer customers convenience and accessibility. They can access information, review billing details, and troubleshoot common issues from any place with an internet connection.
- Faster Issue Resolution: Self-service options allow customers to resolve issues swiftly. Instead of experiencing lengthy hold times to speak with a representative, they can leverage online resources, log tickets directly or access FAQs for instant answers and resolutions.
- Personalised Experience: By leveraging advanced self-service solutions, MNOs can offer personalised recommendations, customised content, and tailored offers based on a customer’s prior interactions and preferences. This creates a more engaging and relevant experience, enhancing customer satisfaction.
- Reduced Wait Times: The increasing adoption of self-service options minimises the burden on call centres. This results in shorter wait times for customers who require assistance from a live agent, improving customer satisfaction and reducing frustration.
- Cost Savings: Self-service solutions can help MNOs save on costs by decreasing the volume of customer support calls, leading to more effective resource allocation.
From the above, it is clear that self-service solutions improve the customer experience by offering convenience, faster issue resolution, personalisation, and control over account management. They also contribute to cost savings for service providers and provide valuable data for continuous improvement.
You may be thinking, of course, there are benefits to self-service solutions for both the customer and MNO, but is there a demand for these services? The simple answer is yes. According to a survey conducted by Zendesk, it has been revealed that the majority of customers, 67% to be exact, prefer self-service options. This ultimately highlights the need for MNOs to prioritise investments in self-service capabilities and the need to have a self-service implementation strategy in place.
Conclusion
The advancement of technology has seen MNOs shifting from traditional customer service methods to digital channels, specifically self-service solutions. Self-service technology, like Adapt IT Telecoms Corporate Customer Self-Service solution, offers corporate customers independence by providing immediate access to information in real-time. It allows customers to conveniently access information without contacting a call centre, improving customer experience and reducing frustrations. With an increasing demand for these solutions, MNOs need to prioritise their investment in this technology to meet customer demands and stay competitive within the industry. For more on how our self-service solutions can revolutionise your customer experience and service, visit: https://telecoms.adaptit.tech/resources/corporate-customer-self-service-white-paper/Â
Give Full Control To Your Corporate Customers
Learn how our Corporate Customer Self Service (CCSS) solution allows MNO’s and MVNO’s corporate customers to control their own contracts and alleviate unnecessary support queries in this free white paper
Experienced in the Telecoms & IT industries, encompassing services and solutions from the traditional to the evolved digital communication networks, embracing profound knowledge and proficiency in both the technical and sales disciplines.  Product Management, including construct, software lifecycle, roadmap strategy and market leadership of Adapt IT’s portfolio of Next Gen Value Added Services (NG-VAS) solution stream.
