The telecom industry is no longer considered a mere data channel in today’s digital era. Internet-based communication tools and technologies like VOIP are dramatically reducing the traditional profits of telecom operators. Furthermore, with a huge subscriber list and multilingual communications, the telco is under immense pressure to build a loyal customer base while reducing dependency on the third party vendors to deliver their most important customer communications.
In the need to deliver an amazing customer experience to their subscribers, it becomes quintessential for telecom providers to adopt a digital transformation strategy and revolutionize the way customers interact with them. A customer communication management software is one such technology that fulfills customer’s expectations, improve self-service capabilities and reinforces customer engagement via dynamic, personalized and interactive communications.
Lack of relevant promotional messages and personalised account information leading to redundant and non-valued communication to the customer.
High call center costs due to desegregated customer communication processes.
High reliability on traditional enterprise communication systems causing low subscriber engagement resulting in customer churn.
Lack of insightful billing statements that could help customers better understand their usage along with what-if scenarios.
Finding it tough to accustom overburdened IT and customer service department due to regulatory pressures and high call volume.
Running low on providing true omni-channel digital experience to customers as suppressing print is still a tough nut to crack.
Losing sleep over increasing compliance risks and privacy regulations while delivering impeccable customer communications.
Deliver communications like telephone bill statements, service notices and other updates in a non interactive and disengaging manner.
Majority of the telco providers work with different tools and third-party vendors when creating communications for customers to be sent via web, email, SMS, and print. This majorly contributes to different brand images, inconsistent messaging, disparate channel experience and increased compliance risks. With a decade-long experience in the domain of customer communication management, FCI helps you provide the solution that delivers consistent experiences, strengthens brand image and sustains compliance. With FCI, you will able to create highly personalized and deliver communications timely on all channels from a single interface. This will result in a seamless customer experience across all channels.
To increase the lifetime value of your customers, you should onboard them smoothly without any hassle. Customers who get timely updates and optimized experience as per the channel are most likely to stay loyal while turning into your brand advocates. Paper-onboarding is the thing of the past as it was time-consuming, non-compliant and inefficient. FCI enables telco providers to digitally onboard their customers via quick and convenient digital forms that are pre-populated with the customers’ data.
Many telco service providers share bills that lack personalized usage analysis along with dedicated up-sell and cross-sell opportunities. With FCI, you can create personalized offers as per your customer’s journey and behavioural pattern to encourage them to enroll in different plans that create a win-win situation for you as well as your customers. All this can be delivered as a part of interactive and dynamic communications that allows a customer to raise concerns and feedbacks in real-time.
The digital space is the new normal, especially for the millennial customers. These customers mostly prefer customer communications to be digital instead of print. FCI empowers telecom providers to serve customers as per their delivery preferences. These communications can be quickly deployed to customers via print, e-mail, SMS or web allowing them to receive information whenever and wherever they need it.
FCI helps you to constantly innovate and deliver omni-channel communications to your customers. Say goodbye to traditional methods of static communications and hello to all new dynamic, personalized and interactive communications.
We also provide true cloud capabilities to optimize the effectiveness of every communication sent to a customer and drive business objectives and growth while maximizing the bottom line.