Through organic growth into broadband and TV bundles

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Jarif
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Joined: Tue Jan 10, 2023 5:41 am

Through organic growth into broadband and TV bundles

Post by Jarif »

A reputation for good customer service is something that generally eludes the telecoms industry. Instead of wasting time listening to ‘hold’ music on the phone, customers want a fast and effective experience. In a survey of telecoms customers, 46% identified real-time assistance as a priority when choosing a provider, with a mobile-friendly experience close behind at 43%. AI bots have also arrived on the customer support scene, and service users are increasingly enjoying the experience. In particular, support for quick and simple queries is a hit with customers; in a recent survey, 69% of respondents identified this as a benefit to engaging with bots.

Millennials are paving the way in embracing customer service AI, but baby boomers aren’t far behind. Further development of AI presents a fantastic opportunity for telecoms companies to provide the instantaneous Bitcoin Email Leads support that customers need while freeing up the time of their support specialists to intervene only when an actual human is required. This can help to cut down telephone wait times, thus improving user experience. All being equal, this should usher in better customer satisfaction scores. Adjacent Businesses The digital revolution has provided ample scope for telecoms companies to enter adjacent markets.

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Media, fintech, IT, and other utilities are ideal candidates, as these sectors allow companies to tap into their existing customer base. Highlights: BT and AT&T BT sports In the UK, the former monopoly-holder of telecoms services, BT, has evolved into a successful disruptor in the home entertainment market. BT Sport channel is a popular addition to cable and satellite service bundles, not least because it offers an alternative to the market leader, Sky Sports, in the broadcast of some Premier League matches. Similarly, AT&T has diversified from its origins as a landline telephone company to a media giant, , as well as its recent acquisition of Time Warner. In the future, we are likely to see further collaborations between established telecoms and digital innovators like Netflix.
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