It's still a bad surprise when you must deal with Telecom's customer service. And it seems to be that the same people are replicating this experience in each country, let it be Russia or Germany.
This is my personal experience in Germany. But let it make more interesting, than just a typical complaint.
Situation
Your internet connection does not work.
Customer Journey
A recipe for bad user experience
1. Do not let your customers use available channels, like chat or web site, to report their problem.
This is my personal experience in Germany. But let it make more interesting, than just a typical complaint.
Situation
Your internet connection does not work.
Customer Journey
1. Do not let your customers use available channels, like chat or web site, to report their problem.
What Telecom thinks: Maybe they won't find the way to report their problem and it will be fixed automatically?
2. Let your customers call and wait, wait, wait, and wait in the queue.
What Telecom thinks: Maybe they will be tired of waiting and stop calling us and the problem will disappear?
3. Set the wrong expectations by announcing unrealistically short waiting time.
What Telecom thinks: The customer will be happy during the beginning of the waiting time and will still be happy after waiting another 10 minutes.
4. Drop the call after 10 minutes queueing time.
What Telecom thinks: Hey! We spend so much on our contact center. We need to save!
5. Let our customers call more than one time and make them call to different phone lines.
What Telecom thinks: Maybe they will be tired of calling us again and the problem will be fixed automatically?
The people who are responsible for the customer service in Telecoms are optimists, don't you think so? But the golden rule is that if you criticize, then you should provide a suggestion how to improve it.
A recipe for good user experience
1. Provide different channels to let customers report their problems.
2. Re-engineer your business processes and tools in such a way, that you don't need to force our customers to contact you more than one time to solve the same problem.
3. Use monitoring to pro-actively inform your customers if there is a failure in the neighborhood.
4. Do not ask stupid questions like tell me the number you are calling from. Of course, you know it. Just say it and confirm.
So the takeaway for Telecoms would be the words AUTOMATION and INNOVATION.
What Telecom thinks: Maybe they will be tired of calling us again and the problem will be fixed automatically?
The people who are responsible for the customer service in Telecoms are optimists, don't you think so? But the golden rule is that if you criticize, then you should provide a suggestion how to improve it.
A recipe for good user experience
1. Provide different channels to let customers report their problems.
- CHAT with a virtual assistant to register the problem, provide suggestions and knowledge
- Web site forms to register the problem
- IVR with voice recognition and speech synthesis to register the problem
- Social Media to register the problem, provide suggestions and knowledge. Why not? Maybe I am dreaming...)
2. Re-engineer your business processes and tools in such a way, that you don't need to force our customers to contact you more than one time to solve the same problem.
3. Use monitoring to pro-actively inform your customers if there is a failure in the neighborhood.
4. Do not ask stupid questions like tell me the number you are calling from. Of course, you know it. Just say it and confirm.
So the takeaway for Telecoms would be the words AUTOMATION and INNOVATION.
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