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
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