There are countless examples of new and emerging technologies that are reshaping the customer experience as we know it and making life better for both the company and the customers. As CX software becomes more affordable, powerful, and user-friendly, it is revolutionizing organizations from within and yielding benefits across a wide spectrum of marketing objectives and KPIs.
Industry sectors ranging from finance and health to utilities and telecommunications are beginning to realize the value of CX tools, especially when they discover the huge impact they can have on customer satisfaction. Today's customers have different expectations of businesses, and they prefer companies that are intuitive and place their needs first.
It is even more important that customer-facing industries such as telecommunications adopt CX tools, since they have numerous touchpoints with customers and are prone to experiencing expensive customer churn rates. Furthermore, as the world of communications becomes more digital and personalized, telcos are being urged to invest in these new CX tools if they wish to continue to maintain a meaningful relationship with their customers.
As a result, CX tools have become an integral part of achieving success in most, if not all, marketing objectives, and it is not an exaggeration to claim that telcos will not be able to survive without them in the coming years.
Telcos can, however, take the lead to the top of the rankings by deploying affordable and available in-market CX tools – like Statflo’s business text messaging platform - that allow companies to seamlessly communicates with customers at a range of touchpoints and in a way that leaves them with a strong and positive view of the brand. In this post, we will explore how effective CX tools like Statflo can become the building blocks that lead to customer loyalty.
Why use CX tools?
Telcos suffer from a bad reputation when it comes to customer service, many of their touchpoints are often a source of frustration that contribute to churn. Fortunately, CX tools specifically designed with telcos in mind can be integrated to facilitate all the underperforming touchpoints to not only create a better customer experience, but one which continually yields business benefits, including:
Reducing operational business costs
Doing away with the age of top-heavy marketing teams and overly elaborate comms strategies, CX softwares are premised on quickly scaling outreach and results. What used to burn through resources – the laborious plodding of planning, crafting, and delivering customer experience through costly channels (think training customer service reps to answer phones, for one) – can now be done by a handful of people.
The right CX solution can leverage customer data, the speed of digital, and user-friendly features so that the entire process of communication remains tightly focused and efficient, building a memorable customer experience in no time. Whether your customer needs information or you just want to let your customers know that you’re thinking of them, why wait?
Producing intelligent insights
CX tools collect and give you unprecedented access to a trove of customer data, which can then be segmented and analyzed to yield high-level visibility and intelligent insights into their behaviors, needs, and preferences. This allows telcos to better understand their customers and make better data-driven decisions to further refine the customer experience.
Driving the bottom line
CX tools like business text messaging give you the best of both worlds: marked efficiency with demonstrable results. Fast and easy-to-use CX solutions allow you to reach customers at scale, keeping costs down, while still delivering the experiences that promote customer satisfaction, repeat business, and loyalty.
Personalizing messages and offers
Customers now expect a personalized customer experience and will pay to get it: a recent survey found that 43% of consumers have stopped doing business with companies that did a poor job personalizing the customer experience, up from 25% in 2019. And using the right CX tools to leverage customer data creates an avenue for businesses to deliver personalized communications. That tools like Staflo’s business texting solution do this directly on a channel that people already prefer – direct to the device already in their pocket – makes the experience that much more exceptional.
The path to customer loyalty
The path to customer loyalty is clearly set out. Creating an engaging, digital, seamless, and personalized customer experience is how you meet today’s customer expectations. Giving people what they want increases customer satisfaction, and satisfied customers are less likely to churn and more likely stick around. It is exactly this kind of retention that builds the meaningful relationships you need to nurture loyalty.
And the easiest way to build this path to customer success is using CX softwares that can drive customer relationships and, with it, business growth. Therefore, telcos falling behind the CX curve need to find a solution that will improve CX and build loyalty with customers.
Some telcos are already getting the jump on building this path. Take New England Wireless, for example, the largest authorized agent in New England for US Cellular. New England Wireless wanted to get more ROI from their customer outreach process, so it partnered with Statflo to implement its personalized messaging platform. Our business text messaging solution provided high-level visibility and detailed insights into frontline customer service activities, helping them better understand the customer’s journey and its sources of churn. Within the first few weeks of deploying Statflo across their stores, New England Wireless saw phenomenal sales.
Invest in customer experience, invest in the future
Facing an uncertain future riddled with growing, shifting complexities, telcos are at a crossroads of how they will first adapt and then succeed.
One path is built from the same old bricks that are getting heavier, more costly to work with, and that still produce the same bumpy ride. The other path involves investing in customer success tools that, by alleviating the problems that telcos are facing, make the ride smooth and seamless for customers and telcos alike, building a journey to customer loyalty. But the longer they wait at the crossroads to decide which path to take, telcos will see their competitors speeding past them and reaping the benefits along the way.
Book a demo today and learn how to reduce customer churn with Statflo’s business text messaging software.