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Increase customer adoption
Challenge
| Margin pressure in the telecom business
is an ever-present reality. Reducing
the cost of service by increasing the
proportion of customer contacts resolved
through web self-service is a key driver.
However, it is critical to do so without
compromising customer satisfaction.
Telecom businesses have struggled to
deliver effective web self-service because
of reasons such as: |
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Customers
historically sought service through
the phone channel, since most telecom
businesses started by providing mainly phone
service. |
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Growing breadth, depth,
and complexity of packages, services,
and devices. |
Solution
eGain SelfService helps you provide your customers
with convenient access to information as well
as detailed help with procedural or troubleshooting
tasks. Telecom companies deploying eGain web
self-service solutions use a range of tools
and features to make the customer self-service experience engaging and intuitive:
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Flexible
and configurable user experience templates |
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Interactive
chatbot for website navigation |
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Self organizing
FAQs for common problems |
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Federated
search across website, community, intranet,
and internet resources |
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Faceted browse
and search to provide alternative routes
to content |
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Interactive
guidance for complex troubleshooting |
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Widgets with
in-context FAQs deployed across product
pages |
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Profiled
access for mobile devices |
Further, eGain solutions ensure that customers
never feel like they are trapped in web self-service.
If for any reason they cannot find the right
answer, they always have the option of escalating
their query (with their self-service context
to avoid repetition) to email or chat agents.
Finally, as customers adopt smartphones as
their primary means of accessing the internet,
telecom organizations are increasingly focusing
on delivering a rich customer care experience
on the mobile device. With eGain, the same knowledge can be served consistently
through self-service interfaces across the
web and mobile devices.
Typical results
Telecom organizations using eGain solutions
for self-service have enjoyed significant
benefits:
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12% reduction
in call volume |
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More than
40% of issues resolved through web self-service |
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More than
80% of self-service users find accurate information |
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FIND
OUT how an eGain-powered CIH can help telecoms turn customer
service into a true differentiator |
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