Telecom Customer Experience Management

Telecom Customers Are Used to Getting More

With the rise in mobile, WiFi, streaming services, opportunities offered by 5G and more, it is clear to see there is a lot of momentum in the industry–and customers hold telcos to a higher standard than other businesses. So, with the industry at a saturation point, and services largely commoditised it is important to hold on to the customers that are currently under contract while trying to entice more interest from others.

Driving Quality Experiences with Pearl-Plaza

At Pearl-Plaza, we have decades of experience guiding some of the largest telecom companies to create more personalised and consistent experiences, gain deeper customer and employee intelligence, and eliminate service issues to improve customer retention and drive long-term business success.

Improve Retention Rates—Stop that Churn

Churn is a huge problem for telcos. Whether it’s a long-term negative experience or a one-time crisis, telcos can’t afford to lose or try to win back customers, it’s just too costly. Our alert-based case management solution sends updates real-time to help providers respond to issues immediately–both individual and systemic to help providers drive better experiences in the moments that matter while improving retention rates.

Put Your Customers at the Heart of What You Do

Put the customer at the centre of all decisions to understand their habits and gain a more accurate view of what they want and need in the future. The XI Platform searches comments, including online surveys, website feedback, and social comments to automatically detect, surface, and prioritise anomalies in all experience data for deeper customer intelligence. Telcos can also leverage our analytics tools to predict customer behaviour enabling providers the ability to use the best tactics available to focus on their most strategic business objectives.

Create an Effortless Experience for Everyone

Your customers’ perception of you is based on more interaction points than ever: your mobile app, in-store and online experience, advertising, social media, and more. We help telcos leverage feedback from wherever customers want to communicate with them along their buying or service journey. Giving customers opportunities to engage with their telco company in a variety of interactive ways – through voice, video, and image – leads to more meaningful conversations and in the end a more positive experience.

Develop Employees for a Customer-Centric Culture

Arm your front-line employees with the data they need so they know the right way to engage the customer. Identify geographically where customers feel they are having issues with coverage so you can quickly enable your team to take care of the problems. Engaged employees are more effective and, in turn, positively impact and provide a unique perspective on the customer experience. Our XI Platform seamlessly integrates employee data with customer data to help you improve the moments that matter and develop a customer-centric culture.

A member who rates as having the poorest experience has only a 43% chance of being a member a year later. Compare this to a member who gives one of the top two experience scores — they would have a 74% chance of remaining a member for at least another year.

Harvard Business Review