In today’s fast-paced world, customers expect a fast and reliable service. This is especially true in the telecoms industry, where customers demand instant and seamless access to their communication channels and services. One way that telecoms providers can meet these expectations is by prioritising high levels of automation and short timers in their service delivery and service life cycle.
Automation plays a critical role in delivering a better customer experience by reducing the risk of human error and increasing consistency. In the telecoms industry, it helps in several areas such as network configuration, device provisioning, and software updates. By automating these routine tasks, telecoms providers can ensure that their services are always available and up-to-date, reducing the risk of service disruptions and improving reliability.
Automation reduces time to market in a cost efficient way for new services and thus improves customer satisfaction. A study conducted by Accenture found that 83% of customers prefer to self-install their devices and automation helps to make this process quicker and more straightforward. I’m sure we have all felt the joy when a new installation is quick and easy when you were expecting it to be problematic.
Another critical aspect of delivering a better customer experience is short timers. Short timers refer to the amount of time it takes for a communication to be delivered from one party to another. In the telecoms industry, short timers are essential for ensuring fast and reliable communication, especially in business settings where time is of the essence. An example is the onboarding of a new employee whereby different tools need to be provisioned. We are talking voice, mobile voice and collaboration tools, all of which are typically independently provided services but which really need to work as one to maximise their usefulness.
70% of business calls last less than two minutes and customers expect those calls to be answered quickly and more important a solution is provided. With short timers, telecoms providers can deliver fast and reliable communications, meeting customer expectations for efficiency and effectiveness.
Failing to prioritise high automation and short timers can lead to a negative impact on the customer experience. Slow service delivery, outdated technology, and long wait times frustrates customers and can drive them to seek out competitors who might offer better service.
The correlation between high levels of automation, short timers, and the impact on the customer experience is clear. Automation helps to ensure consistent and reliable service delivery, while short timers ensure fast and efficient communication. By prioritising these elements, telecom providers can improve customer satisfaction, reduce churn rates, and drive revenue growth. However, failing to prioritise automation and short timers can lead to poor customer experiences, which can have a significant negative impact on a company’s bottom line.