Introduction

In the modern world, customers' loyalty is no longer dependent on brands, products, or prices. Consumers consider the quality of service, the experience of business, and the level of satisfaction to rate telecom companies. This is no different for the telecom industry. The telecom industry has evolved over the years with new norms, customer demands, and standards. Customer experience (CX) has been a crucial factor for the success of enterprises in the competitive telecom industry. Post the COVID-19 pandemic, telecom enterprises and customers' adoption of digital channels increased. With people working from home and requiring reliable service during the pandemic, better digital customer experience and high performance have become crucial factors for telecom companies.

Significance of Customer Experience in the Telecom Industry

With customers enjoying and demanding better quality and experience of services, customer experience is becoming an important factor for every business, especially telecom. High customer volatility and competition make telecom companies' jobs even more difficult. In the telecom industry, customers normally change their operators very quickly if they are not satisfied with the digital experience offered. Owing to this customer behavior, telecom companies also change their business model very often to ensure a high-quality customer experience which guarantees better customer loyalty. Optimizing services and providing positive customer experiences will help telcos increase customer loyalty. In addition to customer loyalty and satisfaction, good customer experience can also ensure significant economic and strategic advantages for telecom enterprises. In order to enhance the customer experience in the telecom industry, telcos need to focus on building a flawless and efficient ecosystem that is conducive to communication between customers and telecom enterprises.

Moreover, with the looming threat of an economic recession, it has become imperative for telecom companies to deploy automation testing and deliver flawless customer experiences to recover faster from economic downturns than their competitors. Test automation is a method that enables telecom companies to mitigate recession risks by ensuring an increase in productivity and freeing up time of valuable resources. Not only does test automation help eliminate repetitive tasks, but it also enables analysts to utilize data to improve customer experience. Artificial intelligence and data science are also two technologies that can help telecom companies improve their customer experience to keep up in the highly competitive environment during the economic downturn.

Customer Experience Challenges Faced by Telcos

Present-day customers demand anytime, anywhere access and are now looking for different connectivity alternatives like live mobile chats, text chats, SMS, and voice support. With the use of these advanced technologies in the telecom industry, the number of challenges telcos face is increasing daily. Here are some of the customer experience challenges faced by telecom enterprises.

1. Differentiation
Offering a unique customer experience is of utmost importance for telecom companies, as the telecom industry is highly competitive. With unique customer experiences, companies can maintain a competitive edge over their competitors. Customer service and digital experiences are the main components that should be considered for differentiation by telecom organizations. Building a unique customer experience that suits digitally savvy customers is a big challenge for telecom companies.

HeadSpin’s experience-driven product development and testing approach is an apt solution for telecom companies to create applications that offer unique and seamless customer experiences. With HeadSpin’s data-driven Platform, telecom companies can monitor and optimize 5G experiences and test network device compatibility to enhance the customer experience of their applications and websites.

2. Customer Retention
Customer retention is a common problem faced by most telecom companies, as the churn rate in the telecommunication sector is high compared to other industries. The main reason for the high churn rate in the telecom industry is the poor customer experience offered by telecom companies. When it comes to customer retention, loyalty and trust are two important factors that companies need to focus on.

Using HeadSpin’s testing solution for telecom companies, enterprises can test and automate various customer journeys to identify possible challenges faced by users and fix them proactively to ensure a flawless customer experience. HeadSpin also helps telecom companies monitor customer experiences during roaming to identify and resolve network problems and deliver seamless service. With the HeadSpin Platform, telcos can ensure a flawless customer experience and retain their customers effectively.

3. Customer Satisfaction
With customers enjoying high-quality digital experiences in various industries, they expect the same quality and seamless experience from telecom enterprises too. If the digital experience offered by a company is not up to the mark, customers may shift to a new company to get a better experience. This puts telcos under pressure situation to deliver good customer experiences and remain competitive in the market. To keep up with the competitors, telcos have to continuously track customer satisfaction and KPIs to identify pain points and ensure satisfaction through multiple channels.

The HeadSpin Platform enables network evaluation for telecom companies with network performance KPIs to understand the performance of their networks in various conditions. This will help them to improve their network performance, thus, increasing customer satisfaction. Using HeadSpin, telcos can test and monitor the overall performance of their networks and apps and proactively fix bugs and network issues to improve customer satisfaction.

Ways to Boost Customer Experience in the Telecom Industry

As customer journeys are moving toward a more automated future, telecommunication organizations are also looking for different approaches to enhance customer experiences. Let’s look at different ways to boost customer experiences in the telecom industry.

‍1. Understand Customer Expectations
To offer the most satisfactory customer experience in the telecom industry, it is crucial for telcos to have a customer-centric approach. Telcos need to analyze and understand the expectations of customers for all touch points. Convenience, 24*7 support, easy accessibility, efficiency, fast resolutions, and self-service options are the features that customers mandatorily look for while choosing a network provider. Telecom organizations have to take the initiative to provide added value and functionality and expand existing digital channels to fulfill the expectation of digitally savvy customers. Understanding customer expectations and delivering flawless customer experience can help telcos to gain a competitive edge over their competitors.

‍2. Leverage AI-powered Analytics and Data
A large amount of data is involved in the telecom industry. Tracking and analyzing in-depth data to understand key customer satisfaction indicators will help telecom companies take proactive measures to enhance the overall customer experience. Data science and artificial intelligence are key for this data collection. AI-based solutions can help telcos with actionable insights about their network and apps, which will help them to improve customer experiences. Using data science and AI technologies, telcos can accelerate the testing process and ensure their customer gets a great user experience.

‍3. Personalize the Customer Experience
Customers are increasingly expecting instant personalized services in real-time due to the rapid digitalization of services. The "here and now" feeling is at its zenith. To deliver advanced customer experiences, telecom companies have to monitor and understand customer preferences and personalize their services and experiences. Telecommunication companies need effective, secure, on-premise solutions to connect to peripheral devices involved in consumer consumption. These solutions will help them collect data and insights about the customer experience of their network or apps to improve their performance.

Improve CX in the Telco Sector with HeadSpin

In the telecom sector, perfecting customer experience can get very complex due to infrastructure fragmentation and third-party dependency — from varying operating systems and device locations to network traffic and content delivery. Telecom companies can use the HeadSpin Platform to fix errors and improve customer experiences. HeadSpin offers a testing solution that enables telcos to test and deliver industry-standard apps/websites, network performance, and customer experiences. Major features of the HeadSpin Platform that help telecom organizations to deliver the best customer experience include:

1. Evaluation of Network QoE from the Customer Perspective
HeadSpin helps telcos test their networks with real-world scenarios, like roaming, network throttling, and more. With the HeadSpin Platform, telecom enterprises can measure the quality of experience/quality of service in SD-WAN using proactive monitoring, which will help them to improve customer experiences through this network. Using HeadSpin, telcos can also measure and monitor speed, latency, jitter, network strength, RF metrics, etc., to identify issues faced by customers and proactively fix them.

2. 5G Testing
HeadSpin enables telecom enterprises to remotely test 5G network sites for quick scaling, evaluate open RAN and 5G edge (MEC), and run collaborative testing with multi-access edge computing (MEC) partners. With these features, telcos can perfect the digital experiences of their customers using the 5G network.

HeadSpin is part of a 5G project involving a telecom giant, an edge computing provider, and game developers. In this project, HeadSpin help developers test the customer experience in the 5G environment running through edge computing. With the HeadSpin Platform, all three partners of this project can monitor real customer experience metrics and get insights regarding the performance of their applications and networks.

3. Deep Data and AI-based Insights
With the HeadSpin Platform, telecom enterprises can collect data, such as code, packet, and network visibility details, page load time, CDN, API, and third-party SDKs. These data points will help telcos improve their network performance effectively. AI technology of HeadSpin enables telcos to evaluate end-to-end user journeys, identify areas of poor network performance, and suggest how to improve the network performance. Using data science and AI capabilities of HeadSpin, telecom organizations can build and deliver apps and networks that fulfill customer requirements.

With the expected onset of an economic downturn, telecom companies should be capable of delivering consistent, seamless experiences for customers through all communication channels to maintain their brand image. With the aim of providing flawless telecom customer experiences to tackle recession challenges, such as employee shortage and budget constraints, many organizations are relying on advanced AI, automation, and data analytics to shift from a reactive approach to a proactive approach. This kind of approach will help telcos make sense of billions of data points and proactively fix network issues before they become customer issues.​ Powered by AI and ML, the HeadSpin Platform can help telcos not only survive but also thrive amid tough economic conditions.

Check out how HeadSpin enables leading telcos across the globe to test on edge and deliver flawless customer experiences.

Conclusion

Customers are the most important assets for telcos, so they need to improve and innovate the customer journey. Customer experience should be proactive by investing in meeting and exceeding their expectations. Focusing on increasing the value of digital customer service channels and improving customer engagement can help telecom companies to increase customer retention and loyalty. Also, with AI technologies and data analytics, telecom companies can innovate their customer experience and change into data-driven enterprises.

Use the best testing solution for telcos, HeadSpin, to:

• Ensure pre-release device compatibility
• Monitor client experience for roaming performance (inbound and outbound)
• Test, monitor, and analyze data, voice, and messaging services
• Monitor and optimize 5G experiences

Original source: https://www.headspin.io/blog/how-to-improve-telecom-customer-experience