South African telecom customer only prepared to wait 5 min for help
Today we reveal new research on the telecoms customer support market, this time looking at the South African market, which provides key insi
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- Apr 24
- 5 min
AI and Chatbots within telecoms: Q&A with industry analyst Teresa Cottam
The TM Forum recently published a report on utilizing AI in telecoms customer service. Subtonomy’s Tina Rosen caught up with the author,...
- Feb 6
- 2 min
Meeting the Customers’ Demand for DIY
A large part of customers abandon company self-service channels. 49% say it's because the information was lacking or didn't meet the their
- Jan 9
- 3 min
3 challenges for value-driven service and support - and how to address them
89% of customer service and support leaders agree that being a value-driven service and support organization is the most relevant trend over
- Oct 31, 2022
- 5 min
5G Focus: Are you ready for the Metaverse?
Yes, we know. You’ve just got your head around social media customer support and realized that chatbots are not going to save the world,...
- Jun 20, 2022
- 3 min
Focus on Sweden: how Swedes use the internet
As one of the most digitally advanced economies, Sweden has some of the fastest networks in the world and a highly digitally adept...
- May 23, 2022
- 4 min
Ofcom report: slow speeds and loss of service behind 75% of UK broadband complaints
The UK regulator Ofcom recently released its sixth annual report on customer service levels in the UK telecoms industry, which...
- Mar 7, 2022
- 4 min
How to boost chatbot performance in the 5G era
CSPs love them and have spent millions on them, but customers frequently aren’t so impressed. Fredrik Edwall looks at what’s going wrong...
- Feb 28, 2022
- 4 min
Why silence isn’t golden in customer support
- it’s actually a big red flag CSPs often work from a presumption that the fewer calls they’re getting from their customers, the better....
- Feb 21, 2022
- 3 min
Research: what customers want from 5G support
Customers expect 5G to deliver a step-change in their experience and have distinct ideas about how they wish to be supported.
- Feb 14, 2022
- 4 min
Why smart CSPs are investing in 5G support
CSPs are betting big time on 5G. To justify this high level of spend, they need to ensure that all the critical success factors required to
- Jan 20, 2021
- 3 min
How to drive competitive advantages through Technical Self-Service
Soon 50% of mobile subscribers are tech savvy digital natives, who expect that 100% of their interactions with Telco’s is supported...
- Oct 30, 2020
- 3 min
Top 5 key take aways from Customer Contact Week
During the week, this year's digital edition of Customer Contact Week took place. It is at least a different and a little more familiar...
Subtonomy Blog
Welcome to the heart of innovation in telecom support — the Subtonomy Blog. This is where industry meets expertise, offering you a deep dive into the technologies and strategies that are transforming customer support and lawful intercept as we know it.
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