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In today’s digital era, communication behaviour has changed drastically, especially among Generation Z and Millennials. Phone calls are becoming less frequent, while convenient and asynchronous communication channels are preferred. Internet service providers face the challenge of meeting these changing customer demands. One solution to this is to implement a one-app strategy. In this blog post, we highlight the importance of this strategy for ISPs and the benefits it offers.
Generation Z and Millennials are less accessible by phone. They prefer text messaging, chats and other asynchronous forms of communication. A one-app strategy enables ISPs to cater to these channels and offer their customers convenient and flexible interaction. Surveys¹ show that around 80% of Generation Z and Millennials are afraid to make or receive a call. They perceive calls as an intrusion into their daily lives and therefore prefer text-based communication. A one-app strategy meets these needs and enables seamless and timely communication. But older generations who are already adapting to new forms of communication also benefit from the new touchpoint app. True to the mobile-first approach, it is already common to pay, place orders and stay in touch professionally and privately via smartphone.
By implementing a central app, ISPs can offer self-service options to their customers. This allows customers to deal with their concerns independently and flexibly without having to rely on personal contact. This saves time and improves customer satisfaction. Studies² show that 70% of respondents in Germany prefer a provider that offers online appointments when choosing a new service provider. Implementing a one-app strategy enables ISPs to meet this need and provide customers with an efficient self-service experience.
Easy and contactless online appointment booking is crucial to increase customer satisfaction. With a one-app strategy, customers can make appointments easily and quickly without having to put up with long waiting times or phone calls. This option allows businesses to delight their customers with an outstanding customer experience. By providing a smooth and user-friendly process that meets customers' needs, businesses can build trust and long-term customer loyalty. A positive customer experience also contributes to brand loyalty, as satisfied customers are more likely to remain loyal to a brand.
Measuring customer satisfaction is an essential tool for optimising customer service and building strong customer loyalty. Find out more in the whitepaper!
Generation Z and millennials appreciate tech-savvy companies. By implementing a one-app strategy, an ISP stands out from the competition and shows that it is up to date with the latest trends. This helps to strengthen the company's image and can attract new target groups. By offering technological solutions that meet the expectations and preferences of these generations, ISPs can strengthen their image and increase their competitiveness. In our blog post "Do apps influence the choice of service provider", we take a closer look at this topic.
Implementing a one-app strategy enables ISPs to provide their customers with a single point of contact for all their needs. With a single app, different functions and services can be integrated, including customer support, billing information, service requests and much more. Through this comprehensive app, customers can easily access all relevant information and functions without media disruption. One app for all customer needs provides a seamless and efficient experience where customers can handle their concerns independently. This saves time for customers while reducing the workload for ISPs. An app can also deliver personalised notifications and recommendations to further improve customer service.
In addition, a central app enables ISPs to better analyse and evaluate customer interactions. By integrating different data points in an app, ISPs can gain valuable insights into customer behaviour and optimise their services accordingly. A customer service app can also serve as a digital marketing channel to encourage customer engagement and promote new products or services. Overall, an all-customer app provides an effective way for ISPs to improve customer service, increase customer satisfaction and differentiate themselves from the competition. By offering a comprehensive and convenient solution for all customer concerns, ISPs can meet customer expectations and needs of the digital era and build long-term customer loyalty. Implementing a one-app strategy should therefore be considered a strategic step to ensure success in constant competitive pressure.
A one-app strategy is essential for ISPs to meet the changing communication habits across generations. It enables effortless interaction via asynchronous communication channels, offers self-service options for customers, facilitates online appointments and strengthens the image of a tech-savvy company. ISPs should consider implementing a one-app strategy as an essential part of their business strategy to strengthen their market position and reach new target groups. It is time to meet the needs of the digital era and reap the benefits of a one-app strategy.
¹Survey on the telephony behaviour of Generation Z and Millennials
