digital advice for telecommunications

Digital Advicefor TelecommunicationsSimplify Decision-Making and Grow

Air, water, food, and smartphones! Those are the new essentials.The telecom sector continues to be a driving force behind growth, innovation, and disruption in virtually all industries. At the same time, telecommunication services have become a commodity and as such, customers have grown to expect more for less.

Increasingly fierce competition and high churn make it more important than ever for telecom businesses to differentiate and add more value to services.

Today, a significant portion of consumers doesn’t understand their mobile data tariffs. This is worrying as there is a positive correlation between tariff understanding and willingness to try new services. (Source: Top 10 risks in telecommunications 2014, EY, 2014)

To overcome price competition and remain relevant in a busy market, customer experience plays a critical role; rising above price wars, attracting value-driven consumers, and successfully cross-selling bundled, multiplay services to existing customers demands for a new approach.

Why?

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Digital Advice for Telecommunications

89% of consumers are willing to switch providers as a result of a poor experience (Source: Forrester Research).

If you make your customers feel cared for on a personal level, they are more likely to remain loyal.

Incorporating SMARTASSISTANT Digital Advice solutions lets you find out what a customer not only wants but needs and intuitively suggest a suitable plan or added-value services. It lets you

• win profitable customers

• reduce churn rates

• drive higher ARPU

• and increase the Customer Lifetime Value

through faster and consumer-friendly tariff selection, guided troubleshooting, service automation, and efficient customer support.

http://www.ey.com/gl/en/industries/telecommunications/ey-top-10-risks-in-telecommunications-2014

While consumers want more choice and expect their providers to offer products and services that fit their lifestyle to a T, they also want to understand what they are committing to.

Optimize the Telecom Customer Experience

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What is Digital Advice and how can it help your business?Most telecom companies feature large catalogues of products or service offerings to accommodate different customers preferences and help maximize revenues.

It create a huge sales complexity that can easily overwhelm and confuse a consumer.

If you are able to take your customer by the hand, ask them what they are looking for, what they like, and what their unique needs and preferences are, you can quickly suggest to them the most suitable product that fits those needs. Digital Advice helps you do just that.

An interactive, digital advisor asks customers targeted, inclusive questions regarding every aspect of the respective product so as to assess his wants and needs. Answers to these questions enable the digital advisor to shortlist products and services that are right for the customer and at the same time explain why they are of value

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What?

given the customer’s specific situation and expectations.

Doing so will effectively bring down a customer’s frustration, time taken to make a purchase decision and reduce the number of customers who choose plans that are not right for them. The SMARTASSISTANT Digital Advice Suite offers varied solutions to help telecom companies deliver personalized experiences.

- It helps you assist your customer like an understanding sales attendant at their call 24/7.

- It recognizes the customers’ needs to give them the personalized service they expect and new options they didn’t realize they really needed. - It lets you offer appropriate product bundles, personalized discounts, and leverage unique upselling and cross-selling opportunities.


How?

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How SMARTASSISTANT Digital Advisors help your customers choose in 3 Steps

UnderstandAsks the right questions to understand your

customer's needs and expectations. This customer-centric approach allows any user, from novice to

expert, to discover the product or solution that's just right for their individual situation.

EducateSeamlessly informs and educates users about

available options and benefits in a needs-oriented way. This way you can avoid that your customers are overwhelmed with information that is not relevant

within their current decision context.

AdviseThe intelligent algorithms of the

SMARTASSISTANT Digital Advice Suite identify suitable products or solutions based on your

customer's expressed needs. The advisors also explain why items have been suggested and how

well they satisfy your customer's needs.

Where?

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InstoreMobile / ChatbotsDesktop

Be available whenever and wherever your customers need your advice to make a decision

Guided SellingSay no to ConfusopolyThe telecom sector is known for complex plans and service offers that can easily confuse consumers.

While consumers want more choices, complexity limits the appeal of new services, leading to indecision and low adoption rates.

With SMARTASSISTANT need-based digital advisors such as tariff finders, mobile phone finders, or business solution finders, you can simplify the decision-making process, reduce customer confusion, increase conversion via online channels, and lower operational cost per sale.

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Benefits


Compelling Experience Demonstrate Value over PriceCustomer experience is most crucial in separating your business from competition. It’s the difference between ‘Just another service provider’ and ‘My service provider’.

The better the customer experience, the more loyal, value-driven, and less price-sensitive the customers.

SMARTASSISTANT helps you provide a better and more relevant end-user experience that focuses on consumer needs. It helps you understand what customers want, communicate your value proposition in a user-oriented way, explain individual benefits, and lead customers to the most suitable options online, mobile or in-store.

Educating consumers and improving their understanding of available plans and the benefits is key to promoting awareness, driving service take-up, and encouraging the consumption of data-heavy content.

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Benefits


Intuitive Product Bundling Cross-sell and Upsell more EffectivelyThe most effective approach to generating higher ARPU and lower churn is offering appropriate product bundles.

The customer isn’t always aware of the better plans available and often feels complacent about trying out new services. Attempts to upsell are often perceived as marketing strategy to wring out more money.

Reinstating your reliability and encouraging customers to try a better plan is a tightrope walk over the Grand Canyon. However, with SMARTASSISTANT Product bundles, you can cross-sell and upsell through bundles that are tailored to the consumer’s needs.

When your pitch begins as a conversation asking the consumers what they like and then suggests the most relevant solutions, it becomes far more trustworthy and less sales-y. It helps you attract new customers, generate additional revenue from increased usage of existing services and take-up of new data services.

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Benefits


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Benefits


Better Customer Service Service is the New SalesSales and customer service go hand in hand. Customers want their problems addressed and rectified immediately. However, many telecom companies are rated poorly when it comes to first-contact resolution. This inevitably has negative effects on customer satisfaction scores and churn. SMARTASSISTANT Guided Troubleshooting and Self-Support solutions enable you to automate customer service interactions to resolve issues faster and reduce operations costs.

It also gathers valuable data that helps you study patterns in consumer behavior so you can provide personalized solutions and minimize future problems. Additionally, it helps you train and empower contact center agents so they can solve issues independently and provide customers with satisfying answers on first contact.

Assisted SalesMore Power to your Sales Associates to Make More SalesTelecom companies usually feature varied offerings for B2C and B2B customers, which creates an immense sales complexity that could make any sales associate cringe. However, simplicity cannot always be achieved by reducing the number of offered plans and options. To address this problem, you will need a more practical solution. With SMARTASSISTANT solutions for sales teams, telecom companies can make digital advisors available on tablets to help sales associates and retail partners advise customers better and improve customer interactions.

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Benefits


PersonalizationServe up Relevant ContentWith SMARTASSISTANT, you can gain valuable insight into consumer needs and demands that could otherwise only be generated through market research. By learning which services are attractive to your customers, you can enrich customer profiles for more personalized interactions and communication.

This lets you personalize the site experience and dynamically serve up relevant content and offers to ensure they're tailored to your customer’s needs and wants.

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Benefits


The SMARTASSISTANT Digital Advice Suite

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- across all channels (online, mobile, call center, and in store),

- throughout the entire customer lifecycle from acquisition to retention

- and covering all customer-facing business units

(Commerce and Sales, Marketing, Customer Service).

Global businesses of all sizes and industries leverage digital advisors in more that

100 product categories and over 35 languages to increase customer satisfaction

and simplify decision-making.

You can use SMARTASSISTANT to quickly create intelligent, digital advisors to

guide your customer's individual choosing and selection processes in a way

that is closest to how humans make decisions.

Interested in taking the next step to help your visitors make decisions?

Visit www.smartassistant.com

Contact us: [email protected]

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