How to improve the Customer Experience in Telecoms with Tech

Improving the support, experience and success of customers is the ultimate service goal for any industry or organization, and it is especially critical in telecom. Jay Anderson, CTO, Fiberlight, knows how essential all three are to the overall success of both his customers and his company.

He joined Cleide Lund, Director of Product Services at 3-GIS, and host Tyler Kern for a customer-centric Fiberside Chat.

“In our business, most of our customers are larger enterprise customers, as well as other content providers and other large carriers, themselves,” Anderson said. “And, so, having rapid access in our environment when it comes to infrastructure, internet access, as well as just transport for data services is hugely instrumental in the businesses that are buying our services. Having quick access to that means a happy customer.”

“Customer experience is everything for a company,” Lund added. “It includes a lot of moving pieces that boil down to the perception that the customer builds of our brand. So, for us, customer experience and customer success are of utmost importance. And for clients like Fiberlight, we want to feel that they know we are here to support them and proactively guide them on how to reach the expected outcomes better.”

The telecom industry moves rapidly, with constant changes in the marketplace and new requirements for different information. Customers rely on the CX systems of Fiberlight and 3-GIS to keep on top of these changes to deliver results.

“One hundred percent of our clients use our ticketing system to track all those inquiries or any tasks that they need to be done,” Lund said. “And, for us, it is very important to have one source of truth to provide that information to our clients, whether the ticket has been solved or is waiting on some resolution from the product side. Having the clients using that and having everyone have access to that makes the communication between our clients and us much more effective.”

Follow us on social media for the latest updates in B2B!

Twitter – @MarketScale
Facebook – facebook.com/marketscale
LinkedIn – linkedin.com/company/marketscale

Follow us on social media for the latest updates in B2B!

Image

Latest

Canadian Advanced Air Mobility
The Future of Transportation is Coming
July 15, 2024

As the aviation industry advances, Canadian Advanced Air Mobility (CAAM) is spearheading the integration of electric vertical takeoff and landing (eVTOL) aircraft, drones, and other innovative technologies into Canadian airspace. The need for sustainable and efficient air transport solutions is more critical than ever. The stakes are high, with environmental impacts and economic opportunities…

Read More
Why Hardwired Buttons Outperform Wearable Devices in School Safety
July 15, 2024

In a recent episode of “Secured” with hosts Mike Matranga and Mike Monsive, the conversation revolved around the evolution of safety systems in schools and wearable devices. The discussion highlighted the simplicity of understanding effective systems, using Buc-ee’s gas stations’ success, known for their clean restrooms, as an analogy for consistency and excellence. Matranga…

Read More
AIS targets
Fact or Fiction: Do All Boats Show as AIS Targets on Radar?
July 12, 2024

In this latest episode of Icom’s “Fact or Fiction,” Captain Kelly Gordon tackles a common misconception about marine radar systems: Do all boats show up on radar as AIS (Automatic Identification System) targets? Many believe every vessel on the water appears as those distinctive little triangles on radar screens, representing AIS targets. However, Captain…

Read More
AI in content marketing
Generative AI in Content Marketing: Why Creativity & Authenticity Will Make it Work
July 11, 2024

Will 2024 be known as the year AI made waves in content marketing? It sure seems so, with recent AI-driven ads from Toys R Us and Under Armour generating significant buzz online. Not just this: Despite having no official ties to the brand, a mock Volvo ad created entirely by AI has also gone…

Read More