BlogsThe future of customer experience in telecom stores
In a rapidly changing world, telecom companies are under pressure to keep up with the latest customer demands and expectations. However, customers’ behavior has changed, and their demands and expectations have changed accordingly. For instance, customers are increasingly expecting to be able to receive the telecom services instantly and conveniently.
This shift in customer behavior is forcing leading telecom companies to reevaluate their customer experience strategy. And they are shifting their budgets and resources toward these goals.
In order to stay ahead of the curve and meet the customers’ demands, it is essential for telecom operators to modernize their infrastructure and focus on delivering a better customer experience. This is where self-service solutions come in, to offer a convenient 24/7 customer journey.
But how can self-service solutions help telecom companies transform the customer experience? and what are the benefits of deploying self-service machines for both customers and telecom stores? This is what we will be discussing in this article.
Improve customer experience with Smart Digital Store
A digital showroom or store like Amazon’s is now becoming a trend, where getting the service by yourself will become the norm across the world, and self-service solutions are an important part of that. By allowing customers to serve themselves, telecom stores can improve the overall customer experience and offer a convenient customer journey as follows:
Availability of services 24/7
With self-service solutions, your telecom services can be accessed 24/7, making it convenient for customers to get the service they need when they need it. For instance, customers are empowered to buy new sim cards or collect replacement SIMs, pay bills, top up prepaid cards and much more, all on their own, and whenever they want.
In addition, self-service machines can be equipped to accept different types of payment methods such as cash, cards, or cheques, so customers can pay for their services easily and conveniently.
By providing customers with the ability to access their information and make changes themselves, self-service solutions help to eliminate the need for store employees to handle customer data and billing information, which significantly reduces the number of human errors and increases customer satisfaction.
True omni-channel experience
In order to succeed, telecom companies must provide customers with a seamless omnichannel experience across a variety of channels, including in-store, mobile, and self-service. This means offering a seamless customer journey that synchronizes and manages the virtual and physical journey as well, where the customers can start their buying journey online, and continue to pay or get the items physically through self-service machines or digital stores.
By offering a true omnichannel experience, telecom companies can improve customer satisfaction and loyalty. Additionally, the omnichannel approach offers opportunities for upselling and cross-selling, as customers can be presented with relevant product and service recommendations based on their previous interactions.
Mix of advanced technologies
Having a smart telecom store with a mixture of self-service solutions and hologram features to display the latest products is ideal. The hologram technology can go hand-in-hand with self-service machines to achieve the digitization of telecom stores.
This allows telco companies to showcase the latest mobile devices and other telco products to customers as 3-D images, even before they reach the store.
Most importantly, the hologram technology triggers the curiosity of customers to take a glimpse into upcoming products, which will subsequently increase their purchase intent.
Holograms can also be used to provide information about product features and benefits, making it easier for customers to make informed decisions.
Analytics tools to improve branch operations
Telecom self-service solutions offer business intelligence analytical tools. These tools can help track and analyze customer transactions, identify transaction trends, and pinpoint areas for revenue growth and improvements. It can also provide critical data about kiosks visits, sim cards inventory, and much more, for better telecom resource utilization.
Business intelligence tools can also empower businesses to evaluate the effectiveness of the current marketing and operational strategies, and develop new ones. Therefore, by taking advantage of these analytical tools, telecom stores can improve branch operations, increase efficiency, and improve the customer experience.
Take Advantage of SEDCO Self-Service Machines
In an increasingly competitive market, you need as a telecom provider to find ways to integrate your digital and physical touchpoints to deliver fresh and fuss-free service experiences, in order to differentiate your business and provide an excellent customer experience. And one way to do this is through SEDCO's digital branch transformation solutions.
With its extensive expertise and applying best practices in deploying telecom self-service solutions, SEDCO self-service kiosks comply with CITC rules and enable KYC verification through fingerprint scans, ID validations, user authentications, and other methods. By reshaping your customer experience through 24-hour self-service machine, you can leverage the following:
Eliminate long queues
SEDCO self-service solutions empower your customers to get services instantly from the machines instead of waiting in line at a service counter, reducing the waiting time. This is especially beneficial during peak times when queues can get very long. So, by allowing customers to serve themselves, your store staff can focus on other areas of the business, which not only improves the customer experience but also reduces costs by eliminating the need to hire additional staff.
Generate a new revenue stream
SEDCO self-service solutions help you increase both customer satisfaction and profits. This can be done by integrating the self-service machines with third-party service providers (such as utility companies that provide water, electricity, and gas), allowing your customers to use the self-service machines to obtain services from another service provider for a fee that goes directly to your telecom company.
Motivate cross-selling and up-selling
With SEDCO’s omni-channel marketing platform, you can project a barrage of targeted advertising throughout the whole customer journey, targeting your customers with advertisements on self-service kiosks, on their mobile apps, as well as in the stores.
Additionally, based on customer trends, the solution empowers you to cross-sell additional items that they may not have otherwise considered. For example, customers might consider adding additional services or upgrading their existing telecom plan. This can have a significant impact on telecom stores’ bottom line, and it can also help to build customer loyalty.
Reduce CAPEX
Create smart self-service zones within your telecom stores to ensure the availability of your telecom services 24/7, and increase you revenues up to 30% with SEDCO self-service kiosks. More significantly, the machines reduce the need for establishing new stores, which entails more real estate and staffing costs. As a result, the overall CAPEX is reduced.
Make data-driven decisions
Integrated with powerful business intelligence tools, SEDCO’s self-service solutions offer live dashboards and maps to monitor the performance and the health condition of each machine from a central location. Reports and statistics collected from the self-service kiosks can provide insights to enhance operations. For example, data on customer trends can help the telecom store show more targeted ads to increase sales. Additionally, data on transaction trends can help identify sales opportunities in different seasons, times, and occasions.
In short, SEDCO self-service solutions provide a wealth of data that can be used to make informed strategic decisions to improve the customer experience and seize growth opportunities.
Get in touch with SEDCO today to learn how you can boost your customers’ experience with SEDCO’s self-service corners.