29th June 2020
With 2020 increasingly characterised by distance, connectivity has gone from being crucial not only to consumer’s personal lives, but to their professional lives as well. As our investment and dependency on connectivity increases, the structures supporting the service are finding themselves needing to follow suit…and fast.
"In April 2020, internet users in the UK spent an average of 4 hours 2 minutes online each day, a record figure on average, 18- to 24-year-olds spent over an hour more online each day than adults overall." - Ofcom
Many companies are understandably positioning their customer messaging along the lines of “we are here for you” during these challenging times. But the subsequent customer experience has to live up to the message. Age old frustrations with slow, inaccurate or otherwise poor information about service experience will unquestionably magnify during a period where people are more dependent on their connection.
As we’ve seen from the stats above, the increased demand consumers are placing on their connections can cause an uptick in service queries whether that’s due to limitations imposed by their current contracts (speeds, data allowance, etc.) or stemming from faults with the infrastructure.
This makes collaboration for operator teams essential with many finding increased value from cloud-based tools which serve to centralise a range of live network data into a single web-based interface. Capabilities such as these can quickly drive a range of improvements from both an operational and customer satisfaction perspective all through the improvement of access to information whether via a live agent or self-service avenue.
Increasing investment into these tools today can not only help manage networks and experience during lockdown measures, but create a stronger foundation for collaborative strategies moving forwards.
23rd May 2022
Unlocking the future of network performance and the customer experience with digital self-service, reducing the strain on network call centres and focusing on optimisation. Read more to find out how Service checker is truly digitising the customer experience.
25th April 2022
Network operators heavily rely upon customer experience data to not only help improve their own subscriber network performance, but to also optimize their own internal business processes, improve investment strategies and protocols from within. Data is inescapable, but it is how we choose to benefit from it that really matters.