Customers want the best price – and the best service

When it comes to their telecommunications provider, end customers care about more than just getting the best price. They expect excellent service to boot. That means the way market leaders differentiate themselves from the competition and create seamless customer journeys plays a crucial role.
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Customer service in telecommunications

Customer service as a lever for more success

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.

Did you know?

  • According to a BitKom study, 88 % of Germans can no longer imagine life without a mobile device.
  • In Germany, there’s an average of 1.4 smartphones per person. 
  • 80 % reach for their mobile phone first thing in the morning.

Quelle: Deloitte Global Mobile Survey, 2018

Responses at every touchpoint

novomind iAGENT delivers the customer service that customers want

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.

Our features & benefits

Upstream chatbots in live chats

Chatbots do all the initial communication with the customer and answer standard queries in a fully-automated process. Only when necessary is the chat handed over an agent. Chatbots can then continue to provide support by suggesting responses.

Callback service

We automatically provide agents with telephone tickets as follow-up files for dealing with callback requests. This way, calls are no longer cut off and left unreturned after the maximum time in the queue has been reached, or if a customer calls outside business hours.

Video chat

Digital face-to-face communication is an important component in a comprehensive omnichannel strategy - and it strengthens your company's customer relations.

Integration of messenger channels

Our API solution can be integrated into virtually any popular customer service software, making it an asset to any leading enterprise.

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Let’s get in touch

Do you have some questions? Or are you interested in our company and services? The novomind team is always on hand to help – via the channel of your choice.
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