The impact was huge and immediate.
Telecom shops, which have always been a reliable sales channel for the industry, saw a dramatic decrease in footfall overnight. Lockdowns and isolating agents hit attendance in call centers, which had a knock-on effect on both customer hold times and revenue generation. All this at a time when the world became reliant on their internet service to allow them to work from home.
It was a difficult time, that none of us will forget in a hurry.
Process automation in the telecom industry saves the day
The telecoms industry has always been quick to adopt new technologies and use automation to increase efficiency and reduce operational costs.
Now there was a huge opportunity to use it to increase customer satisfaction by introducing additional chatbot use cases that enabled them to quickly respond to customer queries, resolve issues, and improve the onboarding process.
They could also help speed up time to revenue and improve both the user and employee experience – especially when integrated into digital contact center solutions and incorporating new biometric authentication technology.
These advances mean that automation can be used through all stages of customer journey, even for steps that previously required a caller to be verified by a contact center agent.
A poor customer experience is one of the main causes of churn in the telecoms industry. Automation is key to keeping customers satisfied.
Why do customers switch telecom provider?
Automation in telecom industry - reasons for changing telecom provider
Download telecom chatbot guide
Onboarding and acquisition
Telecoms is a competitive market. The best way for businesses to differentiate themselves from competitors is by providing a brilliant and hassle-free customer experience. Using telecom automation to take the friction out of everyday processes can be the answer.
1. Mobile number porting
If a person wants to transfer to another mobile phone provider but overseas chinese in usa data keep the same phone number, then number porting is required.
Initially only available in some developed countries, number porting is now available almost everywhere. What has been observed is that as soon as it becomes available in a territory, there is a dramatic increase in telecoms customer churn as consumers take advantage of better deals with other operators and jump ship.
This provides progressive operators a huge opportunity to acquire new customers. By using automation to make the porting process as quick and painless as possible, they have a huge advantage over operators with a more traditional approach.
No-one wants to fill out lots of forms and visit a physical shop to complete the process, when they can do it in minutes from the safety and comfort of their homes using a conversational chatbot that is available 24/7.
Talk about a competitive advantage!
How does number porting by chatbot work?
While on the telecom’s website, customers can ask the chatbot any questions about products, prices, and tariffs, to help them make a decision. Once their intent to port their number has been identified by the chatbot, then the optimized porting workflow will kick in. The chatbot will start by asking them to take a photo of their ID, and then submit a selfie.
In the background the biometry solution will compare the photo from the ID with the selfie, and instantly verify the identity of the person requesting the service. It will also record the person’s first and last names, and date of birth from the ID. No tedious form filling required!
Finally, the chatbot will ask the user for their email, and that’s it. The request is created and submitted, with all required information gathered in just a couple of minutes.
Once the porting process has been finalized, an agent can contact the user to notify them, or this final step can also be automated with an email that includes the new contract.
Making such a complex process simple and enjoyable for the customer leads to quicker time to revenue and is a great way to both win new customers and secure the loyalty of existing ones.
