reduction in call volume as issues are resolved through web self-service
and more issues were resolved through web self-service by telco customers
web self-service users find accurate information on the website
Margin pressure in the telecom business is an ever-present reality. Reducing the cost of service by increasing the proportion of customer contacts resolved through web self-service is a key driver. However, it is critical to do so without compromising customer satisfaction. Telecom businesses have struggled to deliver effective web self-service because of reasons such as:
eGain Self-Service helps you provide your customers with convenient access to information as well as detailed help with procedural or troubleshooting tasks. Telecom companies deploying eGain web self-service solutions use a range of tools and features to make the customer self-service experience engaging and intuitive:
Further, eGain solutions ensure that customers never feel like they are trapped in web self-service. If for any reason they cannot find the right answer, they always have the option of escalating their query (with their self-service context to avoid repetition) to email or chat agents.
Finally, as customers adopt smartphones as their primary means of accessing the internet, telecom organizations are increasingly focusing on delivering a rich customer care experience on the mobile device. With eGain, the same knowledge can be served consistently through self-service interfaces across the web and mobile devices.