Telcos: Communicate the Mazaru Way

According to 10 Customer Service Facts That Would Blow Your Mind – CXService360 – Customer Service Articles, Stories and more; Zappos employee Steven Weinstein holds the record for the world’s longest customer service call at 10 hours, 43 minutes. Could you stay with your customer that long?

Sybil (a friend of Daniel’s) has given us some great insight on a customer service issue she experienced with a Telco. Sybil explained that she was trying to call them up, she was on the call for a very long time and kept getting passed on to different advisors. In the end, Sybil gave up and said that it had ‘ruined her life’ and she ‘will be switching providers once her contract ends’.

I researched the Telco market to see what we could do and discovered that there’s quite a large customer communications problem. This negative feedback is being projected on social media! Social media is such a huge platform and people read EVERY comment, this is the same with online reviews and this is why we want to help Telco companies to move their customers from public reviews to online, discreet feedback.

But how do we do that?

We help the world have conversations – human to human, human to bot, or bot to human - we can do it (although these conversations don’t take 10 hours and they always put the customer first). ‘The first rule of social media is that everything changes all the time. What won’t change is the community’s desire to network’ – this goes for everything in customer communications too.

Having worked with different Telcos including Sky, Virgin Media, EE, TalkTalk, Vodafone (across different channels and platforms), these are the some of the positive results we’ve achieved:

Operating cost savings of £1 million
Improved bot conversations to reduce calls by 20% and boost self-service by 10%
Improved IVR, natural language self-service containment by 54% (although with one application we got up to 77% against a target of 32%!)
Improve customer satisfaction and the overall quality of digital experiences

Quick tip – one great way to improve your customer satisfaction across social media is to ensure that you respond to your customers in a reassuring and responsive way.

If you’re a telco reading this, we’d love to support you with your customer communications and channels to help you save money and get better customer feedback! ‘Every accomplishment starts with the decision to try’ Positive Message – St. Francis (wcdsb.ca)

Shout hello – hello@mazaru.com or head over to our social media platforms where we can have a chat over there! We’d love to hear from you!