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How to drive Competitive Advantages through Technical Self-Service

Updated: Jul 2

Girl checking her mobile phone

Soon, 50% of mobile subscribers will be tech-savvy digital natives who expect that 100% of their interactions with telcos will be supported digitally - and in their digital channel of choice.

Therefore, your Telecom Business Support System (BSS) must be built to support omnichannel interaction - this needs to be part of your IT-DNA. Databases and APIs must handle the load from digital subscriber interactions and support everything from apps/web to IVRs, chatbots, and personal assistants. Without catering to this growing group, you will soon become irrelevant, decreasing loyalty and increasing churn and market share.

Are You There Yet?

24/7 Support for Your Customers - A Reality?

The question is - can you afford not to have 24/7 customer support?

In this day and age, the younger audience expects to be served when they want and how they want. And you know that the latter isn’t a support telephone queue. When you have an instant answer, value your customers' time and make it available immediately, either by a voice prompt in your IVR or through your other digital channels.

Omnichannel support 24/7 is a must to be a relevant player in the market. This means that your Service Operation Center (SOC) shouldn’t just be monitoring your telecom services, but your digital support channels must also be active 24/7.

Personalized self-service even with technical issues

Today, your customer service might be aware of general network issues, either local or network-wide. However, hidden deep in your Operations Support Systems (OSS), there is information about which exact subscribers are affected by an issue.

Bring attention to your operation support customer information and make it customer-centric by making it available at the subscriber level in customer support tools and digital channels. Move away from discussing general problems and instead personalize communication in all channels, even with technical issues.

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Proactive automated communication

What if the next time your subscriber failed to make a voice call, they received an app notification or a text message saying, "There are problems making calls in your area. We are working on it and estimate that it will be resolved by 11:30. Would you like to be notified when it is resolved?" Note that depending on the service affected by the issue, customer communication channels will vary.

Receiving continuous and proactive information about current issues and when they are resolved is expected by digital natives.

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When the shit hits the fan

When there is a major breakdown of your mobile service or a catastrophic event leading to a massive influx of subscriber queries, is your customer service up for the task? Are your digital channels ready to withstand the storm and show your customers that you are in the driver's seat and not just a passenger?

With smart and personalized IT solutions that automatically deploy information across all your digital channels and are built to handle increased volumes with smart techniques, you’ll build trust and loyalty among your customers.

Subtonomy's solutions for Customer Service

It might sound complicated. It’s not. With the application SubSearch and its associated Technical Self-Service API, your business will be ready for 24/7 automated and personalized omnichannel support and support systems for your customer agents.


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