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When telcos offer their customers multiple channels for getting support and personalization, it makes for an effortless and seamless customer experience. This 360-degree view enables customer service providers at telcos to “build closer relationships with customers, helping to streamline interactions and even predict customer behavior.” Altogether, this one-platform view allows telcos to personalize their customers’ experiences. ServiceNow’s CSM platform, for example, gives agents one view of the customer and all the historical and current interactions they’ve had with the company. Are telcos aware of how their individual customers interact with their company? Having one platform that houses all customer data is crucial for telcos to understand their customers and offer the personalization they’re looking for. Offer a Personalized ExperienceĪccording to Salesforce research, 70 percent of customers say that to win their business, it’s very important that companies understand how they use products and services. Using automation and artificial intelligence-instead of more human capital-CSM is a cost-effective solution that can meet customer demands on scale, 24/7. It allows for efficient, seamless service across a wide range of channels by automating common tasks like routing customers to the right service representative.
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ServiceNow’s CSM can help meet this customer demand. What are some specific demands of the modern customer? According to the Zendesk report, 28 percent of customers said that “having multiple options for contacting customer service made it a good experience.” On the other hand, 27 percent of customers “report not being able to contact customer support using their preferred method made it a bad experience.” Customers want to be able to contact customer service via the medium they prefer. “They demand near-instant solutions and expect a flawless experience from their channels of choice when contacting customer service.” “Today’s consumers want it all,” according to a Zendesk research paper. This makes both customers and employees happier. They can do this by using customer service management (CSM) to meet modern customer service demands and offer personalized experiences. With UK customers not looking at telco as favorably as we might hope, it’s crucial that telcos hone in on customer service and make the customer experience as effortless and seamless as possible. Where did telco fall in the lineup? Fourth worst, topping water, energy, and logistics only.
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They compiled the responses and ranked 16 industries from worst to best. Bain & Company and MaritzCX recently surveyed 120,000 UK consumers to find out how likely they would be to recommend 190 different brands to their friends or family.