Industry: Telecom
CX innovation that keeps your telecom brand in touch
With a constant flow of tempting new technologies and customers quick to switch to lower-cost providers, telecoms require a CX team entirely focused on preventing customer churn
We help you to differentiate, innovate, and retain customers
Increasing competition, Internet of things (IoT), 5G, privacy and security, regulation, and cybersecurity are just some of the concerns keeping telecom managers awake at night. Introducing cloud computing enables you to introduce new services, reduce costs, attract new subscribers, and respond to market demands more quickly and efficiently. HGS works with cable and telecom providers in the US, Canada, India, and Europe and can use that industry understanding to build a cognitive contact center to help you to increase loyalty among your subscribers, for example.
Within telecom, companies often face issues of customers frequently moving between service providers depending on the offers and benefits offered at the time. Our solutions can help address these challenges:
- Mapping the ever-changing needs of customers and products
- Churn management of valuable and high net worth customers
- Payment- and billing-related issues leading to revenue losses
- Network mapping and better network utilization
Solutions that innovate the telecom customer journey
Consideration
- Web/mobile experience
- Search engine optimization (SEO) or marketing (SEM)
- Social media marketing
- Data-driven digital marketing and insights
- Online reputation management
Visit site or store shop plans
- Voice and click-to-chat for sales and questions
- Chat invites and analytics
- Web portal and virtual assistant for plan shopping or quotes
- Cart abandonment promo offers and chat invites
Enroll, set up, and activation
- Back-office for order processing and fulfilment
- “Where’s my order” SMS alerts
- Chat with co-browse for account set up assistance
Use
- Self-service portal for customer FAQs
- Mobile cam for installation and use assistance
- ”How to” videos for support
Make a payment
- SMS bill pay reminders
- Mobile messaging, virtual assistant, phone, chat, self-service for easy payment
- IVR for making a payment
- Automation for billing, invoicing, back office
Warranty or return
- Phone or chat for warranty management
- Warranty analytics
- Save the sale/returns reduction program
- Back office for warranty claims management
Renew or review
- Text and speech analytics for VOC
- Social care and moderation
- Automatic surveys
Telecom
Sales
Proven upselling and cross-selling strategies
Analytics solutions use big data to understand customers better and present the right offers at the right times for increased revenue generation
Customer care
Activations, billing, order fulfillment
End-to-end consumer and business support for fixed line, mobile, satellite, broadband, and TV, ranging from dual-play to quad-play service offerings
Technical support
Ticketing, warranty replacement, and end-to-end back- and front-office services for traditional and emerging services (e.g., fiber).
Troubleshooting, remote assistance, escalations, repair/test network operations, dispatch personnel, and follow up
It’s time to increase ARPU and reduce customer churn
Connecting you to success
Find out how we’re helping telecom companies “own the home.”
15,000 agents delivering award-winning service
Top 17 telcos in 7 countries
A direct line to the right solution
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Business intelligence
TREND REPORT: Identifying missed opportunities to improve customer experience
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Business intelligence
EVALUATION: Cost reduction leader
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Business intelligence
EVALUATION: Digital marketing execution
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Whitepaper
Innovating analytics in customer care beyond the voice of the consumer
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Blog
HGS roundtable: Top customer experience (CX) trends in 2019
Improving customer experience
Across the customer lifecycle
How do you create gold award-winning customer experience?
Using the concept of the emotional bank account (EBA), we designed a customer experience blueprint to identify, model, and document best practices for inbound calls. EBA requires that agents immediately make a deposit at the beginning of the interaction and set the tone at the top of the call.
