Consumers hold operators responsible for ensuring that everything involved in the services they provide should function uninterruptedly. Most of the communication service providers come across instances where their e-mails are flooded with complaints about poor customer care service and how their problems have been ignored for long. The pace at which the telecommunication industry is expanding over the last few years has been commendable and it’s not backing-off at any point in time in the near future. With the increase in usage of smartphones and other mobile devices, consumers demand superior product packages and exceptional services. The competitors across the telecommunications industry have been coming up with nuanced services and the industry demands innovation. The survival of any business is based on its ability to reduce customer churn by retaining the customers. This means providing better services and an uninterrupted network.
What is a real test for the Communication Service Providers?
Providing effective customer care support, answering customer queries fast and resolving their complaints as soon as possible. This will not only retain the customers but also build new customers.
More than 73% of customers reported poor customer care support, while CSP’s are improving their services, Customer Care is an essential aspect and adds a whole new dimension to the company’s goodwill. Recent statistics prove these numbers – Happy customers who get their issue resolved, tell around 4-6 people about their experience. A dissatisfied customer will tell 9-15 people about their experience and around 13% of dissatisfied customers will tell more than 20 people, just like the old saying goes; ‘It takes years to build a reputation and seconds to lose it.’
NetVelocity’s Customer Care feature acts as a catalyst in playing the significant role of bridging the gap between the customers and the network operators. It facilitates in resolving customers’ network related queries of the customers, answering their complaints and connecting them with the network operators. It also provides the following benefits like:
- Quick resolution, minimalistic time
- Accuracy while resolving the customer’s network related issues
- Personalized customer care service
- Ease of accessibility and quick response
However, operators can monitor user’s network experience in real-time. They can connect via SMS and push notifications. Users get quick assistance by running the speed test on a call with Customer Care. NetVelocity’s Web portal allows executives to compare planned coverage with user’s real-time experience, access runtime information of outages at user’s location, and view the log history of user’s experience.