But this is not enough.

[nurmohammadkhan]

Customer experience also depends on customer service
In an interesting whitepaper by Genesis on the topic of customer experience in the telco sector, a point is raised that should not be overlooked, namely the importance of customer service in building a quality customer experience .

Customers often abandon a supplier because they are unable to effectively solve a problem or provide a timely and useful solution.

Hence the need to guarantee customer service that meets expectations. To ensure this, companies in the sector must necessarily invest in training the customer care team , so that they have a perfect knowledge of the products and services available and are able to give an immediate, precise and detailed response to every customer request.


To make a real leap in quality in customer care , we need to move away from the armenia whatsapp resource classic idea of ​​vertical organization and ensure that every team that comes into contact with the customer in any phase of the customer journey (care, marketing, sales) is constantly aligned.

Only by sharing the most relevant information can all phases of the customer experience be perceived as homogeneous and coherent and can unnecessary overlaps, repetitions and communication diseconomies be avoided.

In this sense, the synergy between these different areas is fundamental because, unlike what one might think, each of them contributes equally to increasing customer satisfaction and facilitates (if not even prevents) the management of any critical issues.



One service alone is no longer enough
The digital transformation of recent years has allowed the development of a series of technologies that have rapidly spread on the market and that many people want to use as part of a supply contract.

It goes without saying that many of these technologies are linked to digital services and consequently telcos are constantly called upon to renew themselves , to rethink their business and to enrich their offering.