Telecommunications

Everything You Need For The Industry Journey

Telecommunication Solutions for Today's Digital Customer

In 2017, cable operators and ISPs tied for last place in customer satisfaction with a rating of just 64%, according to American Customer Satisfaction Index. This trend of sub standard customer experience has been the same year after year. As a society, we have become so dependent and addicted to our internet, wireless, and TV services that anything less than perfection will drive a panic if it’s not immediately rectified.

However, more than half a million subscribers defected from cable and satellite providers during the first quarter of 2017 making it the largest loss in history. While some say this is a reflection on the large cost difference in cable vs. internet service providers, some will argue it’s also a direct reflection of loyalty due to poor customer service. This coincides with recent facts that say 39% of adults will leave a brand or company because of poor customer service.

Telecommunication companies are at a crossroads with trying to reduce costs while increasing customer satisfaction. Implementing video chat solutions will allow for the best of both worlds for providers as well as customers. It costs cable providers an average $100 a truck roll to go into a customer’s home to troubleshoot technical issues. Telecommunications video chat affords companies the ability to fix the problem remotely for 15% to 30% of trouble calls received. At $100 per truck roll saved, the ROI is significant. In addition to the truck roll costs, the average cost per call for a level 2 technical support call is over $15. This is largely due to the increased handle time of trying to verbally troubleshoot with the customer. Technical support video chat can reduce text and audio communications by 50-70%.

Using video chat solutions not only reduces handle time significantly, it increases CSAT and NPS scores by 50-80%. Telecommunication video chat solutions allow for the highest convenience and engagement, while being the lowest cost to implement of any innovative technology in the marketplace.

Channel & Experience Comparison

In-Person Service Call
Tech Support Phone, Text, Chat
Face-to-Face Video Support
Customer Convenience
Business Costs
Customer Engagement
Customer Experience

AREAS OF OPPORTUNITY

phone

ONLINE SALES

Increase conversion rates by connecting product specialists to select the proper packages to meet and match customer lifestyle needs.

Video Chat Technical Support

TECHNICAL SUPPORT

Visually see what is going on in the customer home or office to remotely troubleshoot and fix.

hueta

CUSTOMER RETENTION

Improve retention through body language communication. Breaking up face to face is harder to do and can improve save rates by 40%.

bablo

DIRECT SALES

Increase close rates with face to face connections to build trust virtually. Video Chat delivers up to 35% higher close rates.

chlen

TECHNICIAN TO TECHNICIAN

Remotely connect technicians in the field to centralized support to complete installs and technician tickets faster and more cost effectively.

Video Chat Hiring and Recruiting

RECRUITING AND HIRING

Enhance the recruiting and interviewing process in retail locations, with contractors, and in call centers with video chat. Hire smarter, faster and more cost effectively.

Sales Sheet

Blog

Industry Stats

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