Taking care of customers keeps customers coming back

[nurmohammadkhan]

Two words: customer care . This is used to significantly increase the retention rate of a telco. Obviously, a customer service like all the others is not enough, you need one of absolute quality and as such it must have certain characteristics. First of all , it must always be active : it does not matter when the customer writes, at any time you must show yourself available to listen and intervene.

Secondly, it must be efficient , therefore it must bring results in a short time, possibly by requiring a few simple actions from the customer who will already be very annoyed by the difficult situation he finds himself in. Finally, it must learn from past experiences , so as to know how to behave in the event that the problem occurs again. In this sense, customer care should even be proactive , that is, anticipate the issues that customers may raise and resolve them even before they actually arise.

Not only customer care, but also customer experience
But customer care is just one element of a more important factor that australia whatsapp resource plays a key role in reducing the churn rate of telcos and at the same time increasing the retention of their customers, namely the customer experience . All telecommunications companies (and not only) must, in fact, invest in the customer experience since this is exactly what customers expect. But investing in the customer experience has many meanings and involves an effort distributed across many areas. Customer care is just one of these areas, which, as we have seen, thanks to machine learning can become a real touch point to be exploited to strengthen the relationship with customers.