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Transforming 5G Customer Support: Turning Silence into Engagement

Happy man dancing in the street

Currently, silence is a big red flag that service providers are not supporting or engaging their customers. But it doesn’t have to be that way. Using the right approach, it’s possible to increase customer interactions, provide better support, and simultaneously lower costs.

How can Service Providers do this?

A combination of data-driven and personalized tech support, more efficient CSR tools, improved technical self-service and increased automation can transform customer support from an overhead into an investment.

For example, one Subtonomy customer saw a 300% increase in digital engagements when they implemented our Technical Self-Service tool. More interactions meant more data points that could feed the service provider's knowledge of both their customers and known problems.

This, in turn, allowed more personalized technical support – boosting first call resolution by 60% and reducing time-to-resolve by 47% - and more precise automation. The result was a virtuous circle of happier customers at a lower cost to serve.

Efficient technical customer support is essential for 5G success

5G should not only transform our approach to networks, it should also transform our approach to supporting our customers. The added complexity of 5G combined with increasing customer expectations means that if CSPs continue trying to support 5G customers like they did 2G customers they will face a tsunami of inquiries they can’t handle, a massive increase in operational costs and a disastrous impact on customer satisfaction and churn.

Legacy technical customer support is the weakest link in the 5G chain. Without investment it won’t be fit for purpose, undermining all the effort CSPs have put into rolling out 5G networks and dreaming up appealing new 5G use cases and business models.

Taking the right approach to technical customer support, however, will not only deliver a perceptible improvement in support from the customers’ point of view – aligning it to CSPs’ premium network proposition - but will also lay the foundation for future 5G success.

5 ways Subtonomy can address the challenge of silent customers

  • More engagement: Increased digital interactions build engagement and trust as well as boost customer satisfaction.

  • Digital autonomy: Customers have the tools to solve their own problems in their channel of choice.

  • Real-time, omni-channel support: Accurate, up-to-date data shared across all support channels empowers effective, omni-channel care and data-driven self-care.

  • Increased efficiency: Improved CSR tools reduce agent stress and support a better experience for those who need more help.

  • Enhanced customer insights: By leveraging data from customer interactions, CSPs can better understand customer needs and improve service delivery.


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