The unstoppable mobile-first trend is keeping customer service very busy these days. Digitalisation and the creation of attractive touchpoints is a strategically important building block and will occupy the industry for a long time to come. So customer service is not only at the centre of attention for Internet providers, it is also facing major changes. This makes it all the more important for ISPs to prepare for the upcoming challenges in good time so as not to get lost in the waves of change and lose touch with the competition. However, the answer to the question of how ISPs meet these growing end-customer demands in terms of usability and functionality sounds almost too simple: a one-app strategy that covers a wide range of desired functions while providing an excellent customer experience.
Implementing a one-app strategy in your company allows you to offer your customers a single point of contact for all their needs. A wide range of services can be integrated in just one app, including customer support via multiple contact channels, billing and contract information, service requests and much more. But why is such a solution so attractive for end customers?
In August 2023, 2.65 million apps were available for download in the Google Play Store.¹ For every conceivable problem, there is now an app that is supposed to make another life situation easier or better. An app that contains several different functions and thus saves one or more other apps quickly becomes a must-have in view of the incredible mass of apps available.
Despite the diverse wishes of the end customers, there are often specific requirements that customers place on a modern service:
Companies that integrate these central demands of end customers into their service landscape are creating a sustainable basis that can meet the coming challenges in customer service. At the same time, you also present yourself as technically competent and customer-oriented.
Customers appreciate technically experienced companies. By implementing a one-app strategy, you stand out from your competition and show that you offer a service at the cutting edge. This helps to strengthen your image and can attract new target groups.
In addition, a central app enables better analysis and evaluation of customer interactions. By integrating different data points into one app, you can gain valuable insights into customer behaviour and optimise your services accordingly. An app can also serve as a platform for targeted marketing campaigns to encourage customer engagement and promote new products or services.
Implementing a one-app strategy in your company allows you to offer your customers a single point of contact for all their needs. A wide range of services can be integrated in just one app, including customer support via multiple contact channels, billing and contract information, service requests and much more. But why is such a solution so attractive for end customers?
In August 2023, 2.65 million apps were available for download in the Google Play Store.¹ For every conceivable problem, there is now an app that is supposed to make another life situation easier or better. An app that contains several different functions and thus saves one or more other apps quickly becomes a must-have in view of the incredible mass of apps available.
Despite the diverse wishes of the end customers, there are often specific requirements that customers place on a modern service:
Companies that integrate these central demands of end customers into their service landscape are creating a sustainable basis that can meet the coming challenges in customer service. At the same time, you also present yourself as technically competent and customer-oriented.
Customers appreciate technically experienced companies. By implementing a one-app strategy, you stand out from your competition and show that you offer a service at the cutting edge. This helps to strengthen your image and can attract new target groups.
In addition, a central app enables better analysis and evaluation of customer interactions. By integrating different data points into one app, you can gain valuable insights into customer behaviour and optimise your services accordingly. An app can also serve as a platform for targeted marketing campaigns to encourage customer engagement and promote new products or services.
Customer satisfaction is one of the most important metrics in companies, but customer service requirements are changing rapidly. Find out more now!
By providing convenient and asynchronous communication and contact channels and self-service options, you can not only increase customer satisfaction but also target new audiences and differentiate yourself from the competition. After all, the preferred method of contacting customers today is determined by a clientele with an increasing affinity for digitization – a change that will dominate the future of customer service.
Telecommunications providers who already offer digital customer service are not only meeting current customer expectations of telcos but are also setting the course for the future in their own customer service offerings. Because by implementing a one-app strategy, not only the customers benefit from the efficient possibilities, but also the providers: Lower costs, higher capacities through more automation and more satisfied customers are just some of the advantages for ISPs.
In the near future, it is inevitable to adapt customer service to the requirements of the coming generations. The Conntac self-service solution supports you with a well thought-out one-app strategy that fits perfectly into your service portfolio and lays the foundation for a digitalised and future-proof customer service. And best of all, our branded apps in your own corporate identity keep you close to your customers without having to sacrifice the communication of your corporate values.
