Marketing
Make your customer service unbeatable … reduce the cost of call centre support and improve customer retention with TAP.
Ensuring the best possible customer experience is paramount for every MNO. Understanding who was affected, why, where and when an issue occurred, enables MNO’s to pre-empt customer churn, and to identify additional revenue opportunities.
Most subscribers do not know which model of phone they use. Often the first few minutes of CSR interaction can be a frustrating dialog of identifying the subscriber and the handset they are using, before addressing the main reason for the call. For the subscriber, this experience is impersonal and frustrating. Integrating TAP alerts into your CRM system, enables CS Representatives to review a record of the incoming subscriber’s recent experience and the device being used. Armed with this information, the CSR is better placed to field the call, empathize with the subscriber and provide a solution. Given the cost of customer acquisition can be up to X5 times the cost of customer retention, effective use of TAP can be a key tool in reducing customer churn.