Customer Service for TelecomĀ - Helprace
Benefits of using Helprace telecom customer service software:
Your telecom customer service benefits from robust case management
With the prevalence of numerous communication tools, the traditional telecom market is seeing some major restructuring. This is usually the case as new technology emerges or changes in customer expectations occur. Telecom companies need to have the right tools for retaining subscribers, solving their immediate problems while being agile to pivot when the situation calls for it.
Telecom customer service representatives need world-class service to survive in the grueling world of telecom customer service. At the core is effective case management, with urgency levels, powerful filters, search and built-in automations. Helprace lets you attend to each telecom customer service case with lighting fast efficiency.
The self-service and feedback system also ensures that every request is kept track of and there's not a single delay in customer responses. A unified desktop keeps can centralize your help desk as well as self-service and collaboration issues - helping agents perform a lot more with less.
Self-service for your telecom customer service
Set yourself apart from your competition and offer state-of-the-art knowledge base for customers to find answers to their questions themselves. With dynamic voting at their disposal, users can see the most popular or active documentation. Articles can be uploaded directly by staff members from the telecom customer service admin panel.
Helprace also allows you to collaborate internally between staff, teams, and other participants in variety of ways. For example, you can establish a private portal and feedback system to discuss and collaborate with your team. The same can be applied to tickets as agents can collaborate with internal notes, tags and macros to answer frequent requests in a few clicks.
Most of the time, telecom customers are quite technologically-savvy and are among the first to adopt any new technology. As a result, they're eager to adopt most new communication and engagement that come along their way. So a customer community may not only reduces costs, but improve satisfaction and increase retention, too.
Empower users with an engaging telecom customer service community
Customers are able to leave feedback through a 5-channel feedback system. Users are able to ask a question, share an idea, report a problem or give praise right in your support portal. This feedback can be collected publicly or privately, as well as hidden for temporary surveys. This gives more flexibility to the staff and lets them focus on information they need to collect.
The trick to attracting potential customers to loyal paying customers is by offering pressure-free engagement. Customers are on social networking sites like Facebook, discussing telecom provider options. Why not offer them your own company platform to do the talking, while you monitor the conversations through your own Helprace telecom customer service admin panel?