7 Steps Towards Creating an Intelligent Customer Service Architecture

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1. Leverage Big Data

The use of Big Data and analytics will deliver short term benefits in terms of improved customer satisfaction and improved ARPU.

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2. Proactively manage customer

relationships

Intelligent support automation and a proactive environment driven by Big Data-driven insights will increase satisfaction and reduce customer turnover.

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3. Focus on innovation

Product innovation will go far beyond the triple play with extensions like smart homes, technical support services, and healthcare support.

4

Shift marketing

Listen to conversations on social media and engage your customers, while using analytics to gain insight into what customers want, and what might need to be fixed.

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Think ahead

Incumbents should adapt their platforms for IoT, and newcomers should create products with IoT in mind from the beginning.

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Forge new partner

relationships

The hundreds of touch points that IoT will create mean that telcos will no longer control the entire conversation. It will be necessary to enter into additional relationships, while still remaining as the anchor of a growing ecosystem.

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7

Reform service center

operations

Intelligent automation will help to create more intelligent and efficient service centers.

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