Telecom, especially mobile telecom, is a highly competitive and
increasingly mature market. As network coverage, handsets, and price plans become less important as differentiators, customer service is increasingly seen as the key factor in customer acquisition and customer retention.
INCREASING PRODUCT AND SERVICE COMPLEXITY:
Mobile telephony providers face a significant challenge to introduce and
support the range of new products and services such as email, multimedia messaging, and synchronization with handheld devices, etc.
Aliant, for instance, has achieved a 17% reduction in call handle
time, which is translates to a saving of approximately $ 1.5 million in operating staff expenses THE OPPORTUNITY FOR SELF-SERVICE:
Organizations would like to reduce the costs of customer care by
deflecting calls to web-based service channels, preferably to self-service.
CUSTOMER SERVICE BECOMES THE DIFFERENTIATOR:
With the commoditization of products and services, fuelled by greater
access to competitive information over the web, customer service is one of the few ways organizations can themselves and increase market share.