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How Is Self-service For A Telecom Customer Changing?

7 mins read

There is no doubt about it that with a change in time, customer experience has become one of the key differentiators that provide an edge over the competition Yet a lot of telecom companies struggle with it. It has become important to make sure that all the customer touchpoints throughout the customer journey are optimized in order to engage not only the existing customers but the prospective customers as well.

Global telecom customers prefer to find solutions to their problems themselves rather than having to speak with a customer service agent by calling the helpdesk. Thus, to provide them with ways to solve their problems, brands are simplifying the customers’ interactions and reducing the effort they have to make. Self-service for telecom is a major thing to make this happen.

This article will talk about how effective self-service is changing for telecom customers.  

Looking at Current Situation

If we talk about the current telecom customer satisfaction (CSAT), there are a lot of improvements that can be done. As per a customer satisfaction index, ISPs are ranked lowest in customer satisfaction. Researchers believe that the main reason for this could be the lack of competition as compared to other markets.

But with the digital and connected customer era, telecom companies can no longer ignore customer experience.  Apart from new consumer offerings and the relevant content, there is a  need for sustaining the right channels of communication which will act as the key elements to market the offerings enhancing customer experience. The ongoing trend suggests going for omnichannel customer service as the only helpdesk is not enough to elevate the customer experience for millennials.

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Why Self Service for Telecom?

Self Service is equipping the customers and support agents with the capabilities that can help them find solutions to their queries and enhance their experience for the product or process. In the digitally connected world,  subscribers are tech-savvy and are happier to find solutions to their problems rather than investing time to explain their problems to the agent first and then waiting on the call for their help.

If you can provide step-by-step troubleshooting options on your digital channel, your customers are likely to be more satisfied and much more engaged. 

For example, an internet service provider can offer its customers visual how-to guides to help them activate or turn on the 4G/5G services in their device so that the customers don’t have to call the agent and ask for the steps to this issue rather they can go on to the service providers website and just follow the steps shown in the how-to guide. In a similar way, telecom self-service portals can help customers to find solutions to their problems easily without connecting with any support agent.

Here’s a glimpse


Study shows that having a self-service option for your business influences customer loyalty, thus having a self-service feature would be a good move for companies to help them increase customer engagement and experience.

Not Just Customer Facing but Agent Friendly As Well

Self-service helps customers and agents as an effective routing helps deflects calls and agents can focus on more complex issues. This aids in improving AHT as well at a contact center.

Another important point to note is that the knowledge base can be used by contact center agents internally and by customers externally. Content and delivery would be the most important elements in a self-service ecosystem. Organizations can have a centralized knowledge base system stored in their self-service systems and use a suitable software or platform for delivering it to both the customers and the agents.

Top 4 Benefits of self-service for telecom

Gone are those days when operators used to win customers based on the price and quality of the product. Now successful telecom operators are the ones that provide a better customer experience (CX). According to several reports, approximately 67% of customers are more inclined to self-service than speak to agents. 

1. Omnichannel experience

Increase in customer satisfaction by providing an omnichannel customer experience. The omnichannel experience focuses on giving customers what they are looking for in the channel of their choice.

A customer might prefer one point of contact over the other… A knowledge management software can help you create, curate, and disseminate information consistently across all customer touchpoints.  

2. Lower support costs

Self-service enables customers to find resolutions by themselves which means agents at the contact center are now not overwhelmed with trouble tickets.

Having effective self-service solutions means that there is no need to hire and train extra contact center employees resulting in less investment and leading to lower support costs.

3. Customer at the center

Customers love to be in the center of processes and like to control their services from a service provider. Self-service provides customers with better engagement in order of finding their resolutions by themselves

Equipping customers with a self-service platform gives them a sense of independence. Businesses are opting for this, especially since it eventually reduces the load on contact centers to solve solutions and avoid calling customer care for customers.

4. Improved resolutions

With well-thought self-service guides, be it in the form of articles or FAQs, how-to guides, etc, boost resolution rates. Customers on the other hand solve their simple queries by themselves and contact support staff for more pressing concerns. It’s a win-win-win for customers-agents-businesses. 

Final thoughts

Self-service among telecom customers are booming day by day. The prime reason behind this is the continuous innovation in the industry and awareness among consumers. A well-thought customer self-help strategy can do wonders.

Providing omnichannel customer support is a necessity today. With omnichannel, there is a major challenge of information inconsistency. Robust knowledge management can solve this effectively, allowing you to become a champion of customer support on digital & assisted channels. 


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