Some facts about remote employees

• According to Cisco, approximately 69% of the employees surveyed cited higher productivity when working remotely their work productivity improved.
• A report from ConnectSolutions concludes that remote workers can lead to higher efficiency.
• By the year 2023, experts predict one-half of the global adult workforce will be remote.

Remote team management can come with a few challenges, as well. Here are 11 best practices that explains to you how to manage remote teams effectively in your business.

1) Find the right workflow management system for your team

To maximize the team output you need to find out the right workflow management systems for your team. Choosing the best ways can help you have more productivity. Benefits of having the right workflow,

• You can easily avoid the trap of micromanagement.
• Allow your team to control the work on each level.
• The team can easily establish specific goals.

Bonus tip: Instead of focusing on how the work is being done, focus on the work itself and set clear objectives for every remote employee.

2) Create a workplace culture for your remote teams

While managing a remote team, it is important to have a clear vision of team culture. Culture is about human beings, and people want to feel part of something positive and bigger than themselves.

Remote team managers who are able to create this sense of culture will increase the quality, productivity, and commitment of their remote team members and their work. True workplace culture drives successful remote teams.

Bonus tip: Recognize their hard work and give them a reward for their efforts.

3) Try different communication medium

To manage your virtual teams you need to apply different communication methods. Here are some medium that works for communication purpose,

• Email
• Video Chat
• Phone
• Web Chat

Bonus tip: Make sure every remote team communication is delivered on the right platform.

4) Have a culture of accountability and trust

It is important to have a culture of accountability. In order to bring strong working relationships with your team members to create social bonding. Setting clear expectations for remote workers is also key.

Bonus tip:  Establish trust between your remote workers. It will improve the confidence level and trust.

5) Effective collaboration on documents

In remote team management, there are a number of documents shared by employees with each other. In this scenario, Google drive has made the life of virtual assistants easier than ever.

If you have a document that needs editing with the help of various people at a time, you can get it edited all at once when you share the document in Google Drive or Dropbox.

Bonus tip:  Use Google Drive for seamless work on files without having to download and re-upload them.

6) Allow a degree of flexible working hours

These days, working from home has been given to prioritizing in the life of people to get flexibility with their working hours. It is an important aspect to include flexibility in working hours to manage remote teams, one requires to get collaboration is not necessary.

Staying available through virtual tools can also help the team to stay connected and at the same time, they can chat and resolve any sort of upcoming issues.

 Bonus tip:  Make their working hour flexible so it will create an opportunity to create a structure of overbooking and micromanaging.

7) Track their performance

It is very important to implement a structure of tracking the performance of remote employees whether your team is virtual or not. Provide them flexibility but don’t completely leave them on their own. If they are getting paid based on working hours then track their attendance by using performance tracking and time tracking system.

Bonus tip: You can use SalesHandy tool to streamline your communication with your remote team members. It will create transparency in the work environment and you will know quickly whether a team member is productive or not.

8) Take regular feedback

Collecting regular feedback is one of the most important parts of remote management strategy. It allows you to encourage hard work, put transparency in your work and also create good opportunities to explore new ways to keep in touch with your remote team.

Bonus tip: Create 360-degree feedback so that remote employees can motivate him/herself for doing better.

9) Keep communication simple and natural

It is important to maintain communication through email service, product wiki, task board, and instant messaging apps. By using virtual assistance tools you can keep communication simple and natural. It is the best way to minimize setup overhead.

Bonus tip:  Use the right tool for your communication and create a simplified workflow.

10) Take out time for small conversation

To work in highly moderated management, remote employees need to get indulged in small conversations. If there is a deadline to maintain or have a quick meeting to attain, all things require small talk that can help in clearing the doubts and help in fast indulging for the execution of the tasks.

Bonus tip:  Small conversations with your team members demonstrate that you care and this will also make them like working for you more.

11) Get together face-to-face at least once a year

At least once in a year, you can bring all your teams together for a virtual conference. This type of gathering helps in increasing the possibilities of discussing business at a substantial stage.

With warm get-togethers and team-building activities directly impact productivity, team morale, and overall team performance. No matter whether your team is big or small, it is important to focus on team-building activities and create a sense of connectedness across the company.

Bonus tip: Small gatherings with your team members will give you an opportunity to have a big discussion about culture, vision, and team future.

12) Respect cultural differences

No matter whether we are managing small or big remote teams, managing cultural diversity in the team can be challenging sometimes. Dealing with cultural differences, and language barriers with remote team members are some of the issues that today’s managers and leaders face. So, it is important to successfully navigate cultural diversity in the workplace.

Bonus tip: Educate your team members about cultural ethics, language, and religious holidays. This will help to solve the problems and keep cultural misunderstanding at a minimum level.

Final thoughts

The explosion of technological advancements has redefined every aspect of our lives, especially the way we work. Having and managing remote employees is now a mundane aspect of today’s workplace. So, if you are a leader then you need to follow the above-mentioned best practices of managing remote teams to create a truly united team.

Almost 54% of all companies utilize third-party technical support teams to connect with customers. Because only selling the best product will not allow them to prevail in the industry in the long run. In order to gain new customers and retain loyal customers coming back, businesses have to follow concerted efforts to sustain it.

Report Linker reports says, the estimated market size for global outsourced customer experience in 2022 is at $90.87  billion, which is expected to rise to $173.68 billion by the end of 2029. Due to the highly competitive market, businesses face difficulties to maintain the quality of resources. The limitations for such businesses might be the time factor or enough support staff to offer service after the sale. 

Some companies choose to use offshore development centers, while there is a rising trend among businesses to participate in full-cycle processes. This include customer service outsourcing as an important part.

Customer service is incredibly important to today’s consumers, with as many as 70% of customers saying they would leave a company over poor customer service. If the customer service worsens, customers will ruin your brand image over social media and bad word of mouth.

What is customer service outsourcing?

In the 21st century, the mass of the exemplary crowd is moving at an agile velocity. The rise in demand and flexibility of the product is visible at the consensus rate. Nowadays the product life cycle doesn’t stop with the selling of the product to the customer, but it further moves to the desk for after-service facilities. 

The satisfaction of the customer lies at most importance for the vendor. In order to maintain the subtle reputation of the brand, arouses the call for extended effort in the form of better customer service.

To rescue the organization from anticipated business turmoil, the usual support lies at the end of the professional belonging to customer support services, expertise in the same. 

Factors to consider while outsourcing customer service

Most of the big and small companies resort to outsourcing their business functions. Either they choose to outsource most of their functions or just a handful of them so that they can focus on core aspects of the business. 

For either of the cases, there are certain key factors to be considered that will help them make informed decisions. 

Let’s dive into the factors to consider for making outsourcing decisions for your business.

#1. Plan budget according to your needs

Every single business seeks to garner cost efficiency, especially in outsourcing. You need to prepare the budget in advance before outsourcing any service and go through with deep analysis of all the pricing of different outsourcing companies.

You need to ensure that you are choosing the right customer service provider to streamline your overhead costs. There are many service providers that actually end up costing firms more money.

Tip: While selecting an outsourcing company for tech support, consider the track record, clientele, and reviews of their service.

#2. Ensure availability of right systems and tools

It is better to ask about the technologies and tools they are going to use for your project. Discuss with them and find out whether they are capable enough to handle your outsourcing needs. 

Many outsourcing organizations offer various solutions, but their under-trained customer service representatives will not offer you the benefits that you’re looking for. So, you need to look beyond those criteria.

Tips:

• Evaluate your providers with a verifiable track record of quality and performance. After all, customer retention and increased sales depend on good service.
• Make sure that they eliminate the need for additional resources such as executives, extra workspace.
• Check whether they have updated technology and skilled professionals or not.
• Check the report and detailed structured analysis of their previous claim work.

#3. Service level agreement in outsourcing contracts

SLA (Service level agreement) is a critical part of any outsourcing contract. A well-drafted SLA sets expectations for both parties because it provides proper guidance for measuring accurate performance to the set targets.

Few things to remember before moving forward,

• SLA needs to be specifying the consequences for failure to meet the expectation.
• It may also include a bonus term to be given to the service provider for exceeding the performance standard.
• It should be adaptable to the emergence of new technology and improvements.

#4. Brand reputation

When you want it to decide who your outsourcing partner would be, it is important to also understand their capabilities and their market reputation. You can go through the online client reviews that can give you an idea about their competencies.

A good outsourcing partner has credible customers, your industry or domain knowledge and also they have certifications or other industry specific recognition that can help you to evaluate how good they are

#5. Dealing with time zones

One of the key challenges faced by most of the companies is dealing with time zones. At times, your team might need some kind of clarification, important emails may return or work gets stuck until the requirements are well-clarified and understandable for everyone. With different time zones, it’s hard to communicate anytime you want.

Now, the question is how you can deal with working in different time zones?

It is also important to give the team a common working space to share, find, and collaborate on the information they need to get the work done.

• Use Slack, Skype or TeamViewer to keep communication open and transparent.

#6. Check legal compliance

Legal protections and laws greatly vary from country to country. To overcome, you have to learn and educate yourself on the enforcement of legal protections specific for your outsourcing initiative. Compliance with regulations about the preservation of client confidentiality and sensitive information is a crucial factor to consider.

What types of customer service you can outsource?

Whether it is customer service or technical support outsourcing, businesses may think of reducing the costs by alleviating the burden of repetitive and time-consuming tasks to third-party service providers. They want to keep their focus on the ultimate objective of bringing new prospects into the business. 

But the question is what services or business tasks should you outsource? Should you retain what is core and distribute the secondary?

Well, you can decide that based on your business requirements, however, the types of customer service that can be outsourced are as follows:

• Email support – Email services can be outsourced as maintaining continuous and unstinting communication with your customers is essential for the success of your customer relationship efforts.
• Live chat support – Online chat services can be outsourced for providing high-quality contact center and customer care support services in real time and assuring higher customer satisfaction levels.
• Phone support – The phone call support services can be outsourced for delivering better customer experience.

By outsourcing the above services, you can manage your resources efficiently. They can handle the tech support services that are more crucial.

Key skills to outsource your customer service

A well-structured action plan is essential prior to turning for customer service outsourcing. The strategy should focus on how effectively you can achieve your customer service goals. 

Consider the below criteria to outsource your support needs

• Language – Language is the key to effective communication. It is quite annoying for both the customer and the representative when language barriers hinder clear conversations. Prior to outsourcing your customer support tasks you need to evaluate and examine thoroughly the tone, clarity, and understanding of your business, the agents will communicate. You can have a test call to check the service quality.
• Reviews – You can check client reviews and testimonials to authenticate the outsourcing agencies. With reviews, you are able to gain more details into specific typical customer service experiences.
• Invest in systems or tools – When you outsource your business tasks, communication is a must between you and an outsourced support team.  For that, you should use tools like Slack or Skype.

Pros of customer service outsourcing

#1: Save money and resources

Many business owners probably don’t have the budget to hire and onboard extra customer service rep, because their employees need to focus on day-to-day operations. Outsourcing customer service is the ideal compromise because:

• You will get a skilled workforce at a lower cost.
• Easily control your IT cost because you will only pay for what you use when you need it.
• Save and focus on relevant human resources.
• It reduces upkeep maintenance costs.

You can save around a total of $3000 in initial setup and infrastructure costs that is close 25 years of Amazon prime subscription at current rates.

#2: Minimal supervision is required

When you hire a company for outsourcing customer service, you thought that they are going to take care of everything related to your product. If you are running a matured business, then you need to supervise them minimally and let them take it from there. 

With minimal supervision, you can focus on your core business goals. The professionals hired expertise in their domain rather than a freshly trained in-house team.

#3: Easily monitor performance

Customer service outsourcing companies have the right tools and resources to make sure the effectiveness and quality of the customer agent and its services. They have KPIs and analytics in place to measure employee performance and track activities, as well as it bolsters in managing the insight of data for propagating the full-proof business plan.

With existing processes ready to be integrated with your business operations, you don’t have to start from scratch. You are assured that your outsourced customer service team is well-trained, giving you peace of mind and allowing you to focus on core business activities.

#4: Deliver immediate customer service

Nowadays, every customer is looking for a fast and convenient support service to solve their issues. Handling customer service in the house with focus on, you might be unable to serve superior quality of customer support that you are looking for. And that can affect the overall customer service. 

In order to maintain the quality you have to outsource customer support to the best outsourcing companies.

• They help to improve the flexibility of your help desk service.
• Especially in outsourcing technical support, the third-party will take care of the cost and responsibility of installing, maintaining, and operating sophisticated telephony systems, data management teams, and other customer support software.
• The customer outsourcing company provides extensional support with ever-ready 24*7 customer support.

#5: Efficient customer service management 

Having a outsource partner have their own established system, tools, a process that you might not otherwise be able to invest in. The well established process helps in delivering faster and efficient support to your customers. The agencies that take up outsourcing work are well aware of how to scale their services for effective customer service management.

How support agency can manage customer service effectively?

• The have well equipped support systems – chat, phone, email.
• They have well defined systems to deliver services that meet SLAs and KPIs.
• Having resources and tools at place reduces the response time significantly.
• The outsourcing agencies offer extended after-hour and weekend support.

Cons of customer service outsourcing

#1: Language and cultural barriers

The organization takes lots of effort to get a potential customer base. And due to customer support, they don’t want to lose their customers. This fear holds an organization to outsource its customer support. 

To overcome these issues, try our bonus tips:

• Send clear and specific customer service needs that you’re looking for.
• Include deep specification about your requirements like the team or any member should have fluency in a certain language, or they should multi-lingual and has a neutral approach.

#2: Choosing the right company for outsourcing customer service will take time

No doubt that the decision of choosing a suitable outsourcing company is very difficult. In today’s fast-paced business world, outsourcing becomes the key driver for all start-ups to big organizations. 

To choose the right customer service outsourcing company you need to consider below-mentioned factors:

• Set your business goals.
• Check cultural compatibility.
• Inspect technology advancement level and infrastructure.
• Understand the terms for after-service customer support.

#3: Data security risk

The risk is the most significant driving factor behind what can and cannot be outsourced. According to the research nearly half, the respondents are doubtful of the security offered by the customer service outsourcing companies. About 30% feel security claims cannot be verified and approximate 20% feel no credibility.

Tip: Apply a data-centric approach for security purposes because it became difficult to control applications, devices or networks in a complex environment.

#4: Not having proper knowledge 

One big disadvantage of outsourcing is lack of knowledge. The customer support rep does not understand your product. It is very important to identify that your outsourcing partner has domain expertise and are often unfamiliar with company practices and values. 

Therefore, may not be dedicated to the company, devoted to the customer or provide a level of service that is in line with company standards and reflects the company culture.

Tips:

• Look for an outsourcing partner with domain expertise.
• The agents must be well trained about the product/services.

Final thoughts on how to outsource customer service

So, if you are planning to outsource your project, then it’s important to assess your short-term and long-term goals and create a framework from which to base daily operations to make sure that both parties have clear expectations from each other.

Through outsourcing, you can focus on providing better customer service and earn great advantage for your business, working in favor of both, the vendor and the customer.

Inappropriate email etiquette can negatively impact perceptions of professionalism, on efficiency, and can increase a company’s risk of liability. If you follow professional email etiquette it helps to avoid miscommunication or even mistakes.  You don’t want your boss, co-workers, clients, or prospective employers judging you based on some avoidable mistakes, right? 

Let us discuss some important business email etiquette tips while using emails in the workplace.

1) Focus on subject line

Mostly the importance of the email subject line is underestimated. It serves as a ‘preview’ for your email. With subject lines recipient gets idea regarding the topic of your email. Subject lines should be short or concise to grab attention of reader. All caps, all small or even typos shows unprofessional impression and receiver may consider your email as ‘spam.’

2) Use a professional email address

For emails related to company using professional email address provided by employer is important. It represents you as a representative of your company. However this mail address should not be used for sending personal emails.

3) Email salutations

There are different salutations used in emails. Let’s see email etiquette examples

• For formal emails :

          Example: Dear Ms. Priya

• For any casual email:

          Example: Dear Priya

• If you know the recipient closely:

          Example: Hi Priya

4) Email sign-offs

Sign off is the last thing read by recipient, it has lasting impression on reader. For light hearted tone, warm sign offs are used. Below are commonly used sign-offs.

• Thanks
• Cheers
• Enjoy the weekend
• Looking forward to our next conversation
• Happy to hear your thoughts

5) Recipient names

Always check recipient name correctly. Do not shorten their names unless recipient has used short name in his signature. You can check his signature before sending email. 

6) Email tone

Email tone means expressing your attitude in mails. Your tone must be friendly, approachable and respectful. Do not write any portion in uppercase. It indicates that you are shouting on recipient and considered is as poor email etiquette. Always reread your emails before sending to recipient.

7) Fonts and formatting

Using multiple font sizes and colors looks messy and is bad business email etiquette. So, it is important to use professional font for every email. Otherwise it will not consider as professional email etiquette.

Professional Fonts used in emails are:

• Times New Roman
• Georgia
• Veranda
• Arial
• Book Antiqua
• Calibri

8) Hyperlinks

Sometimes you want to direct the reader to web pages. But pasting entire URL takes too much space and looks messy. Instead of this creating hyperlinks work.

9) Manage file attachments, compress them if required

Nobody likes larger attachments. The main reason behind this is larger attachments take large storage space. Before sending a large attachment, always ask for permission from the recipient. Otherwise you can also compress or “zip” your files before sending them to recipient.

10) Email signatures

An email signature gets routinely added to the end of a message. You can add your contact information in signature to allow receivers to know where to get in contact with you. Mailbutler lets you create professional email signatures that you can easily insert to emails. No HTML coding is required, and designs are always synced real time to your email client.

11) Email fields

To:  For adding the email address of recipient.

CC: For adding someone to see relevant information you have shared but he is not obligated to respond to it.

BCC: For adding some contacts to see the mail but recipients in To or CC fields will not be able to see contacts in BCC.

12) Reply vs. reply-all

Nothing is more embarrassing than “reply all” instead of “reply”. It means reply all option sends mass email all contacts in the mail whereas reply option is intended to send your reply to only one recipient. This mistake can occur if there are multiple recipients for that email.

It is better to double check before you send the reply or else you will be sorry. Email etiquette reply is very important in sending mails.

13) Email forwarding

When forwarding an email, always add your personal comment in it. Do not forward any mail without editing forwarding arrows, email addresses and comments from other forwarders.                       

14) Email response time   

It is not possible to respond to all mails immediately. Depending upon the nature and urgency of emails, time frame of 24-48 hours is accepted for responding to mails.

15) Email tracking

Sometimes you do not get instant reply from recipient. In this case, instead of asking “Did you see my email?” you can use certain tracking tools. Tools indicate you once the recipient opens an email.

16) Sending reminders to People

When writing reminder emails, always remember to write the content in brief. The approach should not be arrogant. Otherwise it is not considered as a proper email etiquette.

17) Avoid sending an email for discussions

Not all communication can occur via email. When discussing about confidential or important information making a phone call is important. It also avoids miscommunication.

18) Ensure your email wasn’t trashed

Sometimes you do not hear back from recipient. There are chances that receiver may be busy and do not respond to your mail. If you enquire whether they have received your message or not can make it worse. Remember, you need to be patient here. Wait for a week. If they don’t reply send them another mail. 

19) Double check that email address

Proper email etiquette calls for sending emails from your business email address rather than from a personal email address. When it comes to workplace matters, it is important for you to double check the recipient’s info before hitting the “send” button. If you make a habit of verifying the receiver’s info, you’ll avoid making mistakes.

20) Proofread

Always look over your e-mails for spelling, grammar, and punctuation errors. Simple errors like these can cause your e-mail to look unprofessional and give the impression that you don’t care.

Key Takeaway

As you can see, there’s quite a bit to think about when it comes to business email etiquette at work. The importance of email etiquette lies in a fact that every email sent from your company has direct reflection on your business. Within few seconds recipient gets first impression of your company from your email. There are many benefits of using email etiquette. 

Mainly it avoids miscommunication and also helps in gaining business leads. This communication tool also gives an opportunity to build and cultivate long-term customer loyalty and increase customer satisfaction. So, follow these email etiquette do’s and don’ts to make your emails professional and efficient.

According to a report, 45% of telecom customers have switched providers in the past 12 months, highlighting the ongoing struggle with customer retention.

One of the great challenges of the telecommunications sector is to offer more sophisticated experiences by taking advantage of data and artificial intelligence to offer completely personalized services and content to each customer. 

A study by McKinsey found that 70% of telecom customers expect their interactions to be personalized, yet only 29% feel that companies are meeting these expectations.

One way to respond to this challenge is by creating an exceptional customer experience (CX). 

In this blog, you are going to find your answers and see the key strategies for improving customer experience in the telecom industry.

Key Strategies to Enhance Telecom Customer Experience

In the telecom industry, improving the telecom customer journey means focusing on each interaction to make it valuable and memorable. Here’s how companies can elevate customer satisfaction and build loyalty:

Build an Omnichannel Support System

One of the biggest challenges in the telecom customer journey is fragmented communication. Customers want smooth transitions between channels, so implementing an omnichannel telecom support system can solve this. 

In fact, 90% of customers want a consistent experience across all channels. By integrating phone, email, and social media, you can unify your support channels to provide a consistent omnichannel customer service experience in telecom. Tools like AI chatbots and Live chat enable seamless interaction, creating a cohesive support system that customers appreciate.

According to PricewaterhouseCoopers, the demand for an Omni-channel customer experience will be amplified by the need for near-perfect execution, and the number of companies that invest jumps from 20% to more than 80%.

Omni-channel is improving customer experience:

• By identifying the customer interaction point in the customer journey map then create a smooth process across different channels.
• Implementing a 360-degree customer view for every channel.
• With the help of big data analytics products and services recommend real-time offers to customers.

Implement AI and Automation for Faster Resolutions

Customer experience analytics in telecom show that long wait times frustrate users, with 66% of telecom customers saying they want faster support. AI and automation can make a big difference here. 

For example, REVE AI-powered chatbots can resolve up to 80% of routine queries without human intervention, providing quick answers and reducing wait times. Automated workflows and AI-driven insights also allow telecoms to predict and address issues before they escalate, which is key for enhancing customer experience management in telecom.

Telecom companies benefit:

• Improve customer retention strategies and receive higher profit per user.
• Assessing which call & data package best suits different types of users.
• Easily analyze social media, brand coverage, and customer sentiment to learn what drives customers to the service provider and what drives them to leave.

Customer benefits:

• Get round-the-clock 24×7 support with a seamless customer service experience.
• Customer confusion and frustration are automatically reduced.
• Relationship with the agent becomes stronger and makes the customer feel important.

Enhance Personalization through Data Analytics

Personalized service has become essential in today’s telecom customer experience trends. Studies show that 71% of customers feel frustrated when their experience isn’t personalized. Using data analytics, telecom companies can tap into customer history to tailor each interaction, making customers feel valued. 

CRM integrations and data analytics allow agents to personalize support based on customer preferences and history, making the telecom customer experience management process more effective and increasing satisfaction and loyalty.

Improve Self-Service Options

Many customers today prefer self-service solutions, like FAQs, video tutorials, and knowledge bases. Investing in these tools not only meets customer needs but also simplifies the telecom customer journey by empowering users to solve issues on their own. 

According to SuperOffice, 70% of customers expect a company’s website to include self-service options, yet many telecoms fall short here. Effective self-service portals can reduce support volume and improve the customer experience in telecom by giving customers more control.

Prioritize Real-Time Communication

Fast, real-time responses play a huge role in how to improve customer experience in telecom. HubSpot Research shows that 82% of customers consider an immediate response important when they have questions. 

Live chat and co-browsing tools enable telecom companies to engage with customers instantly, addressing their needs on the spot. Real-time interaction tools are becoming essential in customer experience trends in telecom. These tools provide the instant support that customers now expect and build trust.

For example, REVE Live chat and co-browsing solutions rely on customer experience analytics to understand and optimize interactions, helping to improve the telecom customer journey and build a loyal customer base in a competitive market.

Measure and Track Telecom CX Performance

To build a great telecom customer experience, it’s essential to track the right performance metrics. Here are the key metrics and best practices to keep telecom customer experience (CX) on the right track.

Key metrics to track:

Here are some key metrics to look at to track customer experience in telcos.

Customer Satisfaction (CSAT) and Net Promoter Score (NPS):

These metrics are direct indicators of customer happiness. CSAT measures how satisfied customers feel about their recent interactions, while NPS shows whether they would recommend your service to others. In telecom, the average NPS is around 31, lower than many other industries. This highlights the need to improve net promoter scores and prioritize CX improvements.

First Contact Resolution (FCR):

FCR measures how often issues are resolved at the first point of contact. Higher FCR rates mean customers get quick solutions, which boosts satisfaction. Research shows that every 1% increase in FCR can improve customer satisfaction by 1% as well, making it a critical metric to track.

Average Response and Resolution Times:

Customers expect quick responses, especially in telecom, where downtime or service issues are urgent. Studies show that 82% of customers rate fast response times as essential. Tracking how quickly issues are addressed and resolved helps telecom companies gauge efficiency and meet these expectations.

Customer Retention and Churn Rates:

Customer retention shows loyalty, while churn rates indicate how many customers are leaving. A high churn rate often signals underlying issues in the telecom customer journey. In fact, nearly 30% of telecom customers say they would switch providers after just one negative experience. Tracking these metrics helps companies identify areas that need improvement.

Best Practices for Measuring CX:

Here are some best practices you may follow for measuring customer experience.

Continuous Feedback Loops:

Getting ongoing feedback is crucial. Use surveys, post-interaction follow-ups, and monitor social media for customer sentiments. Research shows that companies that regularly seek customer feedback see a 10% increase in customer retention rates. These insights help telecoms understand customer needs and areas for improvement.

Data-Driven Insights:

Leveraging customer data allows telecoms to proactively resolve issues and tailor experiences. Analytics can reveal patterns and common pain points, helping to personalize interactions. By integrating data-driven insights into customer service, telecom companies can reduce churn and enhance the overall telecom customer experience management.

Future Trends in Telecom Customer Experience

The future of telecom customer experience is set to transform through AI, 5G, and a stronger focus on data security. Predictive AI is helping telecom companies anticipate and resolve issues before they disrupt service. It builds smoother customer experiences and deeper trust. 

Advanced self-service tools are empowering customers to handle complex queries independently, catering to a growing preference for self-sufficiency in support.

With 5G raising expectations for speed and reliability, telecoms must adapt to deliver seamless, instant support. Simultaneously, data privacy is critical, with nearly 90% of customers willing to switch providers if security is compromised. 

By embracing predictive AI, robust self-service, 5G readiness, and enhanced data protection, telecoms can meet evolving expectations and drive loyalty in a competitive landscape.

Conclusion

You can deliver exceptional customer experience in the telecom industry by addressing the pain points of your customers. Such as Long wait times, fragmented support, and lack of personalization. 

By embracing strategies such as omnichannel integration, AI-powered chatbots, and data-driven personalization, you can significantly improve customer satisfaction, reduce churn, and build lasting loyalty.

As customer expectations continue to evolve, so must the tools and approaches you use to engage and retain them. If you want to elevate your telecom customer experience, start exploring customer-centric solutions. To explore more start a free trial or book a demo now.

(Source – zephoria)

This statistical data and other online Facebook case studies show that most of the revenue of Facebook comes from advertisements. In March 2016, Facebook had reached three million active advertisers. Advertising on Facebook has become a “trend” nowadays.

Advertisers choose Facebook because this platform takes engagement levels into a deeper level. This key differentiator has kept Facebook as the most widely-used social platform.

Now the question arises, apart from the popularity of Facebook what else attracts brands for marketing on Facebook? The answer is very simple. The intensified engagement and affordable content generated from users makes it an incredibly powerful tool for brands.

Brands from different domains like real estate, restaurants, e-commerce, telecommunication, etc. can easily engage their fans, followers to generate awareness about the product or services offered by them. Social media not only gives direct access to target customers but also gives cost-effective marketing as compared to other mediums of advertising.

Now we will have a look at social media marketing case studies of brands that executed the campaigns through Facebook and set great examples of branding.

Jabong- Be you!

Jabong is a Life Style e-Commerce maestro. Jabong has created strong brand reserve via social media. The main aim was to increase traffic to the website and apps. Jabong created dynamic ads to retarget customers on Facebook.

They showed the same product to the customer which he had seen on the Jabong website or app. This showed the customized ad to every shopper, which gave the personalized experience.

This strategy of targeting the core audience leads to more relevant ads and gave more choices or options to customers in their area of interest. This resulted in an increase in customer acquisition, a 5-fold increase in-app activation rates after Facebook became its lead marketing channel.

Domino’s Pizza

Domino’s pizza had used a very innovative way to interact with customers. They used “Think Oven Box.” This was an interactive interface containing two tabs, the current project, and an idea box.

The Current project tab described the on-going projects to gather suggestions from customers. The idea box was a place where users submitted their ideas with the company.

The concept of think oven box was a very good strategy to create the opportunity of interaction with customers. The company also showed pictures of various mouth-watering pizzas with interesting captions.

In this way, Domino’s increased website traffic. Such a Facebook marketing strategy is a very good example of the effective use of social media. 

Finally, key lessons for other brands

• Always listen to your customers.
• Take a risk while implementing any strategy for your business
• Respond to your people

Tata Housing – #LeaveYourBagsBehind 

Tata Housing is well-known for developing residential properties that are renowned for quality design and finishing. In collaboration with Facebook, Tata housing became the first property developer in India to sell homes entirely on Facebook without involving any other media. The marketing strategy used by them was pioneering in real estate.

They created video ads to fascinate customers with the essence of life in beautiful Goa. Video also directed the people to the property page to view details of it. Such innovative ideas grasped the attention of customers and urged them to buy a home in Goa.

They created a sense of urgency by setting up a 4 day window for potential buyers to buy a home during it. This campaign was a huge success.

In addition, Tata Housing launches a new concept of online home buying in India and this inspiration also provides inspiration to other brands to drive awareness, generate leads, and deliver sales on Facebook.

Finally, there are some major highlights of their campaign,

• More than 14,000 leads from Facebook
• Almost 60% lower cost than the previous campaign
• 10 times return on ad spend
• 250 homes sold

Vodafone

Vodafone is the second-largest telecommunication brand within India. Vodafone Supernet 4G was launched in 2016. For the launch of supernet 4G, Vodafone ran a campaign on Facebook. In collaboration with Facebook, they created a video featuring an Indian boy with Vodafone’s iconic pug.

To reach specific audiences that cannot be reached via TV, Vodafone used an inventive look-alike strategy to target people with a similar profile to current subscribers. This campaign was an enormous success not only in setting new benchmarks but also in reducing the cost.

According to the Simplify360 research report

• Vodafone overtakes Airtel as the most active brand on social media and also score high because of good performance especially on Facebook and Twitter.
• Vodafone almost dominated Facebook as compared to other brands. It has the highest number of fans and the most engaged fans due to the Vodafone Zoozoos campaign around IPL.
• Vodafone leads in terms of followers and second highest in terms of mentions. Vodafone, Airtel, and Reliance are the leaders on Twitter.

Cleveland Clinic – Access Anytime Anywhere, Find Your Way to The Best Care!

Cleveland Clinic is a multispecialty hospital in Cleveland. It also operates affiliated facilities in Florida, Nevada, Canada, and the United Arab Emirates. This clinic is also one of the most active users of social media among healthcare providers, patient engagement means using blogs, Facebook, Twitter, and other channels to provide content that matters in a patient’s daily life.

The clinic’s marketing and social media staffs take a measured approach to put up social media content, to ensure it resonates with patients and consumers.

Listening is a key part of Cleveland Clinic’s social media strategy. Association with Facebook was the opportunity to connect with patients through direct interaction. The clinic presented Facebook content as “Did you know? “Segments.

It comprises questions and answers to inform patients regarding health information from physicians. Daily health tips and weekly chats allow followers to hear from and interact with experts, which helped in improving customer experience in healthcare.

Other topic areas comprise the news about innovations and information about specific disease conditions. This promotion achieved brand retention.

L’Oreal- Because You’re Worth It!

Social media has become the battleground for beauty industries. Every company implements innovative ideas to engage and attract target customers. The main purpose of this battle is to build brand loyalty. No other company could beat the innovative ideas implemented by L’Oreal to attract customers.

L’Oreal amassed an impressive base of followers on their social media accounts with the help of innovative campaigns. Their unique social media strategy continues to raise the bar for competitors and inspire other companies as well.

#lorealparislive was the impressive event launched by L’Oreal in 2014. They used a striking strategy where they engaged a team of beauty experts and models to recreate red carpet hair and make-up looks in real time. The gifs were posted on Facebook to teach every woman how to achieve the same look at home. They team up with professional beauty experts and models to recreate red carpet hair and make-up looks in real time.

The success of these campaigns led to a huge number of followers and undoubtedly increased sales.

Finally, What is your strategy??