In many companies, the discussion about customer service is still heavily cost-driven. In the telecommunications industry in particular, support is often seen as a necessary evil—a cost factor that needs to be made as efficient as possible. But this perspective falls short.
Modern digital customer service is no longer just reactive support, but a strategic lever for customer satisfaction, customer loyalty, and long-term value creation.
A look behind the scenes: What a change of perspective can achieve
A simple but often overlooked step can be crucial here: spend a day in your own call center.
Watch what happens live:
- What concerns do customers have?
- How intuitive and helpful are your automated systems?
- How quickly is help provided—and how good is it?
Even more meaningful: go through your company's customer journey yourself.
Order your own Internet connection. Navigate through emails, websites, and self-service offerings. Contact support without using internal knowledge.
The findings are often striking: unclear processes, high friction losses, poor UX—and a service experience that falls far short of modern users' expectations.
Read more: Find out how digital customer communication contributes to a consistent experience for Internet providers in the article Digital customer communication for internet providers.
What is appreciative customer service?
Appreciative customer service means actively listening to customers, solving problems empathetically, and giving them control over their connection through digital self-service tools.
He stands out for his availability, clear communication, and proactive support—not only when something goes wrong, but before it becomes a problem.
From cost center to value creation: The strategic benefits of excellent service experiences
A study by Deloitte shows that companies that offer excellent customer experiences are up to 60% more profitable than their competitors.¹
Excellent customer service not only leads to lower churn, but also actively improves brand reputation, increases customer lifetime value, and reduces escalations and operational costs.
In addition, customer expectations are changing:
- 24/7 availability is expected.
- Omnichannel support is standard.
- Intuitive, digital assistance is a given.
In an industry where complex technology, variable connection conditions, and high expectations converge, the ability to solve problems quickly, empathetically, and effectively is a key differentiator.
Recommended reading: Learn how customer self-service solutions make service more efficient in the long term in the article Efficient customer service through self-service.
Why is self-service so important for internet providers?
Self-service solutions create efficiency and customer proximity at the same time. The telecommunications industry is highly complex—customers want simple, immediately available support. An app like MyProvider allows users to troubleshoot problems themselves, optimize Wi-Fi, and configure routers – without having to call a hotline.
In Germany, Austria, and Switzerland in particular, more and more Internet providers and municipal utilities are turning to digital self-service solutions to meet the rising expectations of their customers—while also reducing support costs.
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