Chatbots have become increasingly popular in the telecom industry as they offer many benefits. From directing customers to the right department to providing solutions to common inquiries, chatbots offer a convenient and efficient way to manage customer service. Chatbots can handle large volumes of inquiries, personalize conversations, build relationships, and collect feedback. With the integration of chatbots, telecom companies can handle customer inquiries with ease and provide better customer service, ultimately leading to increased customer engagement, CSAT, NPS, CRO and loyalty. Learn all about telecom chatbots, their use cases, and why you need to opt for your company.
Use cases of a Chatbot in the Telecom Industry
1. Direct customers to the right place
Chatbot will act as the primary point of contact in the telecom industry. Every first interaction with the customer will be meaningful as well as time-saving. Wondering how? Customers can enquire about different departments from the chatbot and get in touch with the one that can resolve their problems.
A chatbot can act as an advanced and friendlier form of IVR solution. Just like IVR, a chatbot can give answers like- ‘text 1 for customer care, ‘text 2 for administrative purposes’, and so on. You can customize your chat flow and cater to the customer’s needs through a telecom bot.
With a basic and common set of questions, a chatbot can get you the following answers:
- Is it an individual caller or he/she is representing a corporate account?
- Is it an existing customer or a new one?
- What kind of inquiry is it? (Customer support, administrative, financial, etc.)
- Customer’s account number, service number, or anything that gives them a unique identity.
- A description of the problem is supported with pictures and descriptive points.
When the answers to all these questions are available, the customer support official who will take over the chat will be able to resolve the customer problem faster, making your customer support better and more efficient.
This conversation will also ensure that the customer has been connected to the right executive/department.
2. Solution provider to repetitive inquiries
Most of the time customers come up with similar queries. Some big, some small, but they are all more or less similar. For such queries, a chatbot can be deployed, and human resources can focus on other queries.
Some of the common queries that a chatbot in telecom industry can solve are:
- Requests to know prices, product/service details, delivery details etc.
- Requests regarding the status of one’s account details.
- Requests to get connected to the right executive or solve minute problems.
All these are general queries posed by all the customers at some or other point. A chatbot can easily handle them by providing the relevant information from its database or as per the chat flow created for your business queries.
For instance, if a customer wants to connect with the sales department executive, they can simply provide the contact details to the bot, and the Chat360 telecom chatbot will capture the lead and forward it to the sales department. Similarly, if a customer has to connect with a customer care executive, the chatbot can then connect them to one or capture their information, and the customer care representative can then reach out to the customer.
Set your chat flow as per the probable questions and make sure the chat flow is relevant as well as meaningful in both capturing and providing customer information.
3. Help in trivial situations
A chatbot in the telecom industry is an intelligent solution that can not only provide information but also solutions to customer problems. Some minor issues like the customer being unable to process the payment, their account got deactivated, or a small technical issue that can be fixed in no time- for these, a chatbot will be able to provide solutions.
In this rapidly growing and extremely ‘fast’ world where everything is time-based handling, a huge volume of calls can be overwhelming and challenging, especially when all the customers are looking for instant solutions.
Many third-party apps (Social media platforms, CRMs, etc.) have allowed the integration of chatbots, thus making it even easier for your telecom business to handle customer queries and a profuse amount of call volumes.
Airtel application is an example of how a chatbot can be useful in solving customer problems. They have a telecom chatbot for their application that can solve customer problems immediately or connect them with an agent if and when needed.
4. Build relationships
Telecommunication is a vast industry with an insurmountable number of customers. But it is still important to build bonds with those customers to keep them happy and loyal. For that, it is humanly impossible to tackle every customer problem on a one-to-one basis, but a chatbot in the telecom industry can do it. Wondering how?
- A chatbot can handle thousands of customer queries simultaneously.
- Almost 70% of the conversation can be handled by a chatbot from beginning to end.
- Personalize conversations as per the previous interaction with the user.
Because of the above-given factors, chatbots can also build fruitful bonds by collecting user data and utilizing it the next time a customer interacts. This way, the customer will not have to give the entire background of their problem or repeat their query and yet get their problem resolved. Furthermore, a chatbot can send time-to-time check-up texts to your customers, making them feel that you matter and will establish your business as a ‘caring brand’ in the market. (Also keeping the customers entertained and engaged.)
5. Collect feedback
It’s neither practical nor feasible to call every customer and get their feedback. It is both a waste of time and effort and might annoy your customers. So why risk that when a chatbot in the telecom industry can get the work done smoothly?
Send a broadcast message to all your customers through the Chat360 chatbot and get their feedback recorded in the database in no time. You can also get an extensive analysis of how many customers saw your message, how many engaged with it, how many ignored it, and so on. With these analytics and the collected feedback, you can improve your services and provide your customers with nothing less than the best!
Why do I need to opt for Chatbot for my telecom company?
As the telecom industry becomes increasingly competitive, companies are looking for ways to improve their customer experience and stand out from the crowd. This is the reason there is a great need for telecom companies to opt for chatbots.
1. Enhances customer engagement
A chatbot in the telecom industry is like a spice that makes everything better. One solution can solve 10 of your and your customer’s problems. A chatbot usually tackles the repetitive queries that customers have and ensures that manual efforts are reduced, speedy responses are provided to the customers and efficient customer service. If human involvement is required, then the chatbot smoothens the process and connects the customer to the right executive. A chatbot improves customer engagement in the following ways:
- By ensuring that the customer is connected to the right department.
- By collecting customer information beforehand and reducing the tasks of the executive.
- By providing instant support to the customer.
- By handling repetitive queries.
- By offering support 24*7.
Telecon chatbots can also help you become a customer-oriented brand by making sure your customers feel heard and valued by your business.
2. Maximizes business opportunities
The aggressive competition within the telecom industry pushes customers to look for better deals and services all the time. So to gain more customers and more leads, it is important that the website visitors get answers to the questions they have instantly. A chatbot in the telecom industry can help with that by understanding the customer’s point of view and providing them with the best solutions according to what they are looking for.
The telecom bot helps the user by skimming through the available information and their database and finding the ideal plan for the customer-saving time for the customer as well as the business.
3. Cross-selling
The Telecom industry is big on cross-selling and upselling. They provide better deals and better offers with slightly higher prices and then convince the customer to consider them. They cross-sell by making a bundle of services that would enhance the user experience. Chatbots in the telecom industry can send broadcast messages to customers, tell them about the available plans, help them find a better alternative, or sell them several services together to make their calling experience rich.
4. Cost saving
Chatbot in the telecom industry is an impeccable addition along with human resources. It is impossible for customer executives to handle all the customers on call and tackle their queries when the number of calls is beyond a thousand in a day.
Chatbots can make work easier and work faster for customers by handling small repetitive queries, and your executives can prioritize the important tasks. Chatbots are an ideal and affordable solution for the telecom industry that helps in growth, better handling of customers, reducing operational costs, facilitating human resources, and taking customer service one notch up.
Get ahead in the market.
In conclusion, opting for a chatbot for your telecom company can bring numerous benefits. With the ability to handle customer queries 24/7, telecom chatbots can enhance customer satisfaction and reduce the workload on human customer service agents. Additionally, bots for telecom companies can offer personalized recommendations, promotions, and support, which can lead to increased customer loyalty and retention. Investing in a chatbot for your telecom company can improve the overall customer experience and streamline your business workflows, resulting in a competitive edge in the market.