Photo : © CityFibre
Good customer service is at the forefront of any successful business , as it is a direct connection between customers and your company . Ensuring positive customer experience practices leads to improved relationships with customers to ensure their return time and time again .
Here , CityFibre ’ s Chief Customer Officer Elsa Chen and Vova Gerneshii , Product Director of Enterprise at communications service provider for enterprises and mobile operators Global Message Services ( GMS ) illuminate the ways technology plays a crucial role in improving CX in mobile and telecommunications – an industry often tarred with the same brush .
“ High-quality customer service plays a crucial role in building a respected and well-loved brand ,” Gerneshii explains . “ When a brand consistently delivers exceptional support , it establishes a strong reputation in the market . For example , a consumer electronics company that provides quick and effective technical support can earn a reputation as a reliable , trustworthy brand . This can also set it apart from other brands that have slower response times or ineffective feedback channels .”
GMS ' CPaaS solution enables brands to unify multichannel customer communications via a single API and selfservice platform . Complementing this is an AI-driven chatbot and CCaaS platform that enables brands to build engaging , two-way communication 24 / 7 at any touch point , significantly enhancing CX .
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