A big problem for Telcos in Customer Care today is the costs associated with taking calls and the volumes of agents that it takes to handle those calls. In many cases the only way to get an issue fixed is to call Care, spend time waiting and go through the issue with an agent. This takes up the subscribers times, the telcos money and leaves both not feeling particularly satisfied. There is a better way. Try engaging with your customers on their preferred channel, at the time that suits them, with bot interactions for the most common tasks and with an on-going conversation where subscribers feel they can always connect to care.
On-going multi-channel communication for customer care Mobileum brings Conversational Analytics the heritage of which is in situ in 100s of operators across the world. This is a tried and tested platform that has been delivering value and engagement for 15 years. On top of this we bring cutting edge big data and analytics with predictive models, real-time engagement models and proactive engagement. We communicate on the messaging platforms customers engage on, with context for offers and with awareness of usage, location and history. Our bot can keep a connection to the subscriber active and is available to answer care queries at any time. These responses are tested for effectiveness against people in the same cohort and are used to educate and update the system. Most importantly subscribers will have a familiar channel to the brand on the platform they trust and use.
The paradigm shift in communication patterns is in full swing. Companies across the world are communicating with their customers via the channel that suits them. Subscribers expect to be able to engage on the platfrom. Subscribers expect problems to be solved quickly and painlessly. Subscribers do not expect to be waiting. Become more connected, seamlessly communicate and safe costs by engaging your subscribers on the right chanels, with the right context, at the right time. Keep your subscribers happy and see your Care costs drop.