Creating World-Class CX for Telecom & Mobility Brands

As a player in a competitive market, your customers’ standards are sky high. They want their problems solved quickly and efficiently, and they want to feel valued. So our solutions are created with each person in mind, using cross-channel support, data-led outreach, and personalized messaging that raises your customer satisfaction and Net Promoter Score (NPS). But the best part is that our experts use the latest AI tools and data science to do it all while optimizing operations and expenses.

Our CX Solutions

Treasure Performance – Customer Data Platform

Richer customer data and native AI modeling to create personalized messaging and support for consumers
Deeper audience demographics, behavior mapping, and buying habits
Actionable insights from real-time data and customer actions
Predictive AI performance enhancements
Customer proﬁling and propensity scoring
Audience segmentation
Variable, personalized messaging
Customizable reporting and dashboards

Trust & Safety

User veriﬁcation
Data privacy protection and compliance with the GPDR, CCPA, etc.
Brand reputation management in online channels
Transparency and disclosure in advertising
Quality control that ensures ads meet high-quality standards and run on approved networks
Fraud prevention, including click fraud and fake impressions

Lead & Revenue Generation

Processes to increase average order value and lifetime value of customers
Data and insights around market trends that drive behavior
Strategic up-selling and cross-selling tools that use predictive AI to suggest additional products
Lead qualiﬁcation and modeling that matches consumers to the products they’re most likely to buy
Loyalty programs that reward repeat customers
Individualized customer communications
Omnichannel marketing, brand presence, and support
Customer satisfaction analysis

Customer Acquisition & Retention

Individualized customer communications
Omnichannel brand presence and support
Propensity insights from our powerful CDP, Treasure Performance
Individualized outreach strategies and messaging
Sophisticated sales training and ongoing associate coaching
Customer satisfaction analysis
Customer loyalty and retention support
eCommerce site design, development, and hosting

Customer Care

24/7 customer service coverage
Onshore, nearshore, and offshore options that let you scale as needed with the most effective associates in the most desirable locations
Multilingual support and AI-powered accent neutralization for enhanced communication
Cross-channel customer service, including email, social media, chat and phone
Self-service options, including structured chat and generative AI applications
Call routing and multi-tier call handling
Technical support for websites and apps

Back Office Support

Document handling and management
Quick and meticulous data entry
Smart AI automations for faster information processing
Quality assurance monitoring
Secure data handling
Data deduplication
Field support dispatch
Staff forecasting and management
24/7 business support

CX Solutions for Telecoms & Mobility

Internal Support

Retail support
Sales training & programs
Enterprise case management
Enterprise auditors
Supervisor escalation group
Executive escalations
Call detail records & law enforcement support
Field support dispatch management

Customer Support

Activations
Upselling & cross-selling
Enrollment and account maintenance
Number portability
Bring your own phone
Home phone support
Voucher discount program

Case Studies

A Leading Wireline and Wireless Provider

Managing more than 67 million customers, our client needed help managing highly cyclical marketing campaigns, which would require personalized service and direct legacy-systems access. We created a new AI-boosted platform to help associates serve the most desirable product and offer to each customer, which resulted in a 40% increase in sales conversions even while we reduced the cost of each customer acquisition.

A Cable TV Company

When our client faced new rivals in its New York City market, they knew they needed to rehab their Net Promoter Score (NPS) and customer experience ratings to stay competitive. At the time, their scores ranked near the bottom, and the rest of the industry wasn’t much better. Using Six Sigma best practices and expert strategies, we created a CX system that would help each associate provide more personal and individualized care to customers. Through a process of design, measurement, analysis, improvement, and quality control, our system led to a 30% reduction in customer churn, a 10% decrease in repeat calls, and a new, world-class NPS.

Let's Connect

All businesses are different. Get in touch and we’ll connect you with a real person who can put together a customized plan to meet your needs.

TELECOMS & MOBILITY

Create more competitive customer experiences