Smartphones, tablets, laptops and the like: digitalisation is causing a seemingly never-ending boom in the telecommunications industry. At the same time, the expectations of end customers have risen. In addition to an excellent product range at the lowest possible price, this primarily relates to service, which, according to BitKom, is a decisive factor for almost 75% of end customers when choosing a mobile provider. The quality has to be there.
With best-in-class customer service, companies stand out from the competition. Speed, the smallest possible barriers, proactive service and consistent responses across all channels – all need to be optimised for an excellent customer journey. The challenge: large contact centres deal with high contact volumes and often have a high staff turnover. Heterogeneous IT landscapes make cooperation between agents even more difficult.
Quelle: Deloitte Global Mobile Survey, 2018
Responses at every touchpoint
A central contact centre platform with customised solutions lends a helping hand. Thanks to novomind iAGENT, leaders in the telecommunications industry can manage to provide answers quickly and easily at every touchpoint. Consistent and efficient – for an improved customer experience whilst also generating more turnover.
novomind iAGENT relies on artificial intelligence to this end. Chatbots answer recurring standard questions automatically using preconfigured text templates so that agents have more time for complex issues. AI also helps to identify queries and further speed up processes by analysing and pre-qualifying texts. Queries are assigned to the right experts via central omnichannel routing based on various criteria such as topic, location or skills.
Speaking of omnichannel:
novomind iAGENT offers 360° service across all channels – from chats and video chats to messenger and social media and through to emails and calls. This is the recipe for successful customer communication around the clock.