Note: This is a guest post by Joe Peters. Many thanks to him for contributing to our blog.
In case you want to get in touch with him, please contact and follow him on @bmorepeters.
How Mobile Apps Are Helping The Telecom Industry?
Communication is one of the most valuable things that we have as human beings. Over the years, our ability to communicate has transformed, driven by the arrival of new video collaboration tools, VoIP, and advanced systems for human connectivity.
Not only are consumers benefiting from more ways to communicate with friends and family, but companies are seeing the advantages too.
With the right telecom solutions, business leaders can improve back-end collaboration between their team members and deliver a higher customer service level and support to their customers.
One of the most valuable tools aiding the telecom industry right now is the mobile app environment. Let’s take a look at how offering a mobile app to users can benefit Telecom brands.
1. Simplifying Customer Service
Today’s customers have countless avenues to connect with businesses – from emails and phone calls to chatbots and social media. Unfortunately, not all of them are equally accessible or effective for collecting and aligning information.
With a mobile app for your telecom brand, you can make sure that customers have an easy way to call, message, or even email your team, without having to search for communication options on the web.
A mobile app can allow your customer to tap on a chat icon and start a conversation with a sales advisor while they’re still looking at a specific service page.
You can even add new features to the app as your business grows, improving functionality for customers.
When building your business app, consider what kind of simple experiences will streamline the purchasing, onboarding, and after-care experience for your target audience.
For instance, can you allow the customer to check a box if they want to receive notifications when they hit a specific usage limit? Would it be helpful to allow users to send support ticket requests automatically when a call quality issue becomes evident?
2. A Personalized Marketing and Sales Avenue
When your customer signs up to use your app, you can ask them to create an account with your business.
This account is where your customers can add information about themselves and where your customer services and sales teams can get contextual data.
For instance, your app could pay attention to the products that customers purchase or add to their wishlist, then send personalized push notifications to customers when those products go on sale.
You could also send handy reminders to customers that let them know when they should renew their telecommunications service or when their hardware is available for an upgrade.
This contextual information about your customer will give you an easy way to personalize sales and support experiences.
Access to customers through a mobile app could also mean that you can connect with your fans faster and more effectively than you would through social media or email.
3. Faster Collection of Information
Mobile apps are excellent for collecting all kinds of data. They don’t just gather information on the type of products and services your clients love so that you can send better recommendations.
The right mobile apps will also collect useful information in the form of incident reports, analytics, and more.
If your app detects that something is going wrong with your telecoms service, it can collect information about the quality issue and send it directly to the right engineer. A robust reporting experience will always be a crucial component in successful telecommunications.
With feedback buttons in your app or tracking features, you’ll be able to access the information you need to resolve problems fast.
You could even consider creating an app specifically for your own team members, where they can log information about client problems and call quality issues. This will create a centralized data repository for your entire team to work from.
4. Improved Loyalty and Customer Experience
Mobile apps come in a range of shapes and formats. Some will help team members in your telecommunications business to collect data more effectively; others will help your managers track team performance and encourage better outcomes.
A good application can also contribute to better customer experiences. Having a simple app that they can tap on to find out about regional outages, upcoming renewals, and access customer service tools is much more convenient for today’s business owners.
Plus, if your team is using their own app to collaborate effectively on the back-end, they’ll be able to deliver responses faster too.
Of course, to deliver the best experience through your mobile app, you’ll need to make sure that you’re providing the best results before, during, and after the development process. It may be a good idea to ensure that you’re working with a professional app creator to bring your vision to life.
Ready to Embrace Mobile Apps?
Mobile apps have the power to transform the telecommunications industry when used correctly. These incredible tools help with everything from employee engagement to customer experience.
The key to success is making sure that you invest in a quality app from start to finish.
Don’t just jump in and create an app that looks exactly the same as the tools your competitors have to offer. Research your target audience and find out what they might need from a smartphone experience.
Think about the kind of metrics business leaders might need to check on an app interface and how you can improve communication between multiple people using the same app.