ResponseTek for Telco. Cloud-centric Customer Experience Management

ResponseTek for Telco is a cloud-centric Customer Experience Management (CEM) solution based on Amazon Web Services, enabling customer feedback to be captured as close to the customer experience as possible, delivering accurate information and optimal response rates.
Whatever your needs, ResponseTek for Telco offers complete solutions as well as self-service options, putting you in control and providing support when you need it.

The Telecom industry is experiencing an explosion of competition and escalating customer churn

It’s increasingly easy for customers to switch providers and the cost of acquisition is high. Consequently, Telcos are leveraging customer surveys as a way to identify and address customer issues earlier. However, outdated survey methods can lead to customers being over-surveyed, resulting in low response rates and a negative customer experience.

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Customer Experience Management Platform (CEM)

Enabling smart and cost-effective surveys

ResponseTek for Telco surveys your customers about any and all experiences across the business, including experience surveys for: Contact Centre, Retail Web/App, field services/technician and network experience.

ResponseTek for Telco solutions improve customer satisfaction metrics such as Net Promoter Score (NPS), leading to increased revenues and lower churn rates. Significant cost savings can be made from reduced service desk call volumes, through identifying and resolving common customer pain points.

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Features & Benefits

Know Your Customers

To build a relationship, you have to know your customers inside out: understanding them as customers, individuals and as members of attitudinal and behavioral tribes. We allow you to capture the voice of your customer on any device, in any language, at every touchpoint. As experts in highly personalised transactional surveys, we give customers the power to express opinions in quick and efficient formats, resulting in survey response rates that can reach up to 45%.

Get a Complete View

ResponseTek for Telco enables additional listening via advanced text analytics, sentiment analysis and social media, so you can build a complete view of the customer experience across your organisation.

Continuously Build Loyalty

Identify where brand loyalty is gained or lost with powerful analysis, transforming feedback into insights and putting customers at the centre of your business.

Spot Trends in Real Time

Access trends and macro reports at the line of business or decision level, or drill right down to the customer or employee level to review individual feedback. No matter what you want to discover, you’ll have real-time knowledge at your fingertips.

Learn What Works

Our model delivers performance management tools to understand how services impact delivery of the brand promise, and integrated action management to help you consistently exceed customer expectations.

Engage and Empower

Turn your employees into some of your biggest brand fans; working hard to deliver the experience your brand promises. With direct access to feedback and insights from customers, the frontline becomes more engaged, and team leads gain immediate opportunities for training and coaching based on the Voice of the Customer.

Start An Ongoing Dialog

Create a continuous two-way dialogue with your customers, from closing the loop and remedying poor customer experiences to reaching out to your strongest supporters to learn about positive experiences. Triggered alerts and actions ensure no customer follow-up is forgotten or missed.

Improve Customer Targeting

When you make each experience truly personal - tailored to each individual based on deeper, richer, more actionable insight - you get better results. Our highly personalised approach enables more effective targeting for your promotions and offers, allowing you to save at-risk customers and reward the loyal, turning them into brand advocates through relevant and resonant referral offers.

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Introducing ResponseTek for Telco

ResponseTek for Telco measures the customer experience regardless of where it takes place, showing a complete picture of the omni-channel customer experience.

It's not just about collecting feedback; it's about analysing data and solving problems rapidly to retain customers and generate revenue through loyalty and advocacy.

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Why choose ResponseTek?

Listen

Collect Customer Feedback

What is your data trying to tell you? ResponseTek for Telco allows you to collect and aggregate customer experience, demographic, journey and behavioural data, to monitor and improve your customer experience in real time.

Learn

Make Data-Driven Decisions

We provide real-time analytics and insights to help you make data-driven decisions across your entire organisation, allowing you to optimise experiences, services and processes, throughout the whole customer journey.

Act

Business Transformation to Drive ROI

We enable a two-way exchange with customers that saves and retains at-risk ones in real time and empowers your employees to deliver exceptional customer experiences.

Engage

Get Customers On Your Side

Our advanced tools and support strategies enable you to develop long-term and meaningful relationships with your customers.

With ReponseTek for Telco you can

  • Collect feedback
  • Report & analyse
  • Retain customers
  • Generate revenue

Want to learn more about ResponseTek?

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