Telecom companies, especially those who are serving in large areas focusing on both corporate and mass clients usually have a large number of user bases. With extremely high volume of incoming customer calls and written communications, 24/7 smooth support services can be challenging. AI based technology is helping organizations in different industries to serve their customers in the most efficient and effective way. Similarly, the implementation of AI powered chatbots can transform how telecom companies serve their clients. Chatbots can help: Increase revenue - by analyzing customer behavior. Chatbots can customize and personalize offers that have a higher chance of getting purchased and push sales through promotions and reminders. Reduce costs - chatbots are functioning 24*7 and decreases customer service staff required for repetitive tasks. Therefore, chatbots can reduce customer support costs for telecom companies dramatically. Increase Customer Retention- Chatbots provide personalized customer support and omni-channel experience, and thereby improve customer satisfaction.
" A single AI Chatbot can handle the workload of multiple customer care agents. "
In this modern age of customer service, clients want immediate solutions to their problems. In the first level of service, a chatbot can serve as the primary point of contact for the customers helping them find the expert who can resolve their problem. Chatbots can collect information from the customers regarding their issue in an interactive way and redirect them to expert human agents with basic information on the issue.Chatbots are capable of serving large volumes of customers simultaneously, efficiently and fast.
A huge number of customers call support service for repetitive inquiries that can be easily handled by chatbots without any human intervention. Tasks such as:
- Available balance
- Recharge/top-up
- Information about different package pricing, conditions and coverage area.
- Assistance on activating a tariff or package.
- Account related information
Chatbots can remind customers when their balance is low, a bill is due, a plan is about to expire or they could suggest a new package or plan based on previous data collected on the customers behaviour.
Chatbots are a great channel for collecting customer feedback. They can either proactively reach out to customers with whom they have chatted in the past or ask for feedback from a current customer after resolving issues. Here, the advantage is that people tend to view and respond to messenger notifications better than to SMS, emails, and phone calls. A feedback request received through a chatbot may be reviewed and answered at any convenient time of the customer.
