How Mobile Messaging Improves Customer Service For Telecoms

I. Payment Notifications

Whether you specialize in high-speed internet or communications equipment, chances are your customers pay regularly for your services.

While you could process payments over the phone or via email, facilitating payments through conversational messaging—such as SMS and chatbots—can pay dividends.

Conversational messaging lets you quickly notify customers when payments are due and let them know their payments have been received.

When it comes to a chatbot in the telecom industry, these virtual assistants can assist customers in the following areas:

• Bill payments and reminders
• Payment questions
• Account information

Using chatbots to handle payments also frees up your workforce to focus on what’s most important—connecting the world through communications technologies.

II. Technical Responses

Let’s face it: no matter how innovative your technologies are, technical issues are bound to happen. While some problems can be resolved faster than you can say “ISP,” others require more time and resources.

SMS text messages can help you respond to technical issues quickly and efficiently. They allow you to provide real-time updates to customers and walk them through the steps needed to fix technical problems.

Chatbots can be even more powerful in this regard. That’s because chatbots can:

• Provide 24/7/365 technical support
• Respond promptly to each customer
• Offer solutions to even the most technical issues

You can increase customer engagement with chatbots by showing customers that you’re there for them whenever technical issues arise.

III. Service Promotions

Given that it can cost several hundreds of dollars to acquire new subscribers, telecom companies can benefit by retaining the customers that they currently have.

One way to keep customers satisfied is by offering promotions. Conversational messaging can help you alert customers to promotions such as:

• Service upgrades
• Product bundles
• Referral incentives

A chatbot can also help you further your cross-selling initiatives. By analyzing a customer’s needs, a chatbot can offer personalized product packages that best fit the customer’s lifestyle. After all, a communications platform needs to understand its audience intuitively. 

IV. Outage Notifications

Although the occasional telecom outage can pose problems for the consumer and business, mobile messaging can help alleviate many significant issues.

That’s because conversational messaging lets you immediately notify customers that an outage is planned for maintenance purposes or that communications will be restored shortly.

For example, suppose you need to run a patch in your 5G network and shut down the network for a few minutes. Instead of sending an email many customers likely won’t open, sending an automated text increases the chances that your customers will know to expect an outage.

V. Automated Service Inquiries

In addition to increasing your company’s ability to respond to technical issues, chatbots can also assist in providing automated service to customers. This can, in turn, reduce operating costs—sometimes by as much as 40 percent.

For instance, suppose a customer has a question about your company’s latest Internet and TV bundle. A chatbot can help answer this question by navigating the customer to the promotion’s landing page.

Furthermore, automated service can help in the following ways:

• Keeps track of service tickets
• Promotes collaboration between help desks
• Provides around-the-clock support
• Standardizes your company’s response
• Reduces human error

VI. Productivity Increases

Telecom technicians are known for their ability to solve complex problems and design creative technologies. Focus their talents by having them work on the most critical issues facing modern telecommunications rather than answer routine service calls.

To that end, chatbots can increase technician productivity by taking over tasks such as:

• Appointment scheduling
• Document generation
• Easy troubleshooting
• Common FAQs

Chatbots free up technicians for more pressing technical and customer service issues by handling these tasks.

What’s more, SMS messaging allows you to provide real-time updates and information to your technicians so that they remain productive regardless of the task.

Manage All Your Mobile Channels In One Place With Conversational AI Cloud

Although telecom companies are known for developing complex technologies that increase global communication, providing outstanding customer service should be anything but complex.

By integrating CM.com’s Conversational AI Cloud, you can cut costs and deploy personalized chatbots to meet your customer’s specific needs. In addition, our chatbots even improve customer engagement by continuously strengthening conversational performance.