30% Increase in Customer Satisfaction Scores
Unified interactions and a smoother experience across channels led to a substantial boost in customer satisfaction.
EonPath’s Omnichannel Telecom Solutions
Creating Consistent Experiences Across Channels in Telecom
At a Glance
30%
Increase in customer satisfaction scores
25%
Reduction in service handling time
4x
Growth in digital channel engagement
40%
Increase in self-service resolution rates
Introduction
In the fast-evolving telecommunications landscape, delivering consistent and convenient customer experiences across channels is essential for customer satisfaction and loyalty. EonPath partnered with TelecomConnect, a leading telecom provider, to create an omnichannel experience that bridged the gap between digital and traditional service channels, driving engagement and operational efficiency.
The Challenge
TelecomConnect faced challenges in providing a unified customer experience due to fragmented service channels, which led to inconsistent interactions and frustration among customers. The lack of integration hindered customers’ ability to move smoothly between digital and in-person channels, impacting satisfaction and loyalty.
Key challenges:
- Fragmented customer interactions across channels, leading to inconsistent experiences
- Inefficiencies in resolving customer inquiries due to siloed service systems
- Limited engagement in digital channels
EonPath’s Approach
EonPath implemented its Omnichannel CX Integration service, designed to unify TelecomConnect’s service channels and create a cohesive, seamless customer experience.
Steps taken:
- Unified Customer Data Platform: EonPath set up a centralized data platform that provided TelecomConnect with a 360-degree view of each customer, allowing for consistent and informed interactions across all channels.
- Cross-Channel Strategy Development: EonPath developed a strategic roadmap to align TelecomConnect’s online and offline channels, enabling customers to switch between touchpoints without losing context or information.
- Digital Channel Enhancement: EonPath optimized TelecomConnect’s digital platforms, including mobile and online support channels, to enhance engagement and facilitate self-service options for quicker resolution.
Key Results
EonPath’s approach enabled TelecomConnect to transform its customer experience, ensuring seamless interactions and improved satisfaction across all service channels.
25% Reduction in Service Handling Time
Centralized data and cross-channel continuity helped reduce handling time, allowing for quicker resolutions.
4x Growth in Digital Channel Engagement
Enhanced digital channels encouraged more customers to use online and mobile self-service, reducing strain on traditional support resources.
40% Increase in Self-Service Resolution Rates
Improved digital support features enabled more customers to resolve their issues independently, increasing efficiency and satisfaction.
Final Thoughts
Through EonPath’s Omnichannel CX Integration, TelecomConnect achieved a cohesive and efficient customer experience, meeting the modern telecom consumer’s expectation for seamless service. This case highlights the benefits of integrating service channels to deliver consistent, high-quality customer journeys.
* We take our clients' confidentiality seriously. While we've changed their names, the results are real.
