Wireless Data services have penetrated faster than voice and contribute to as much as 15-25% for major telecoms’ revenue. Having spent billions to acquire spectrum licenses, telecom players are struggling to increase revenue from their data services.
India (world’s 2nd largest smartphone market) is expected to observe a manifold rise in the use of smartphones. A report from Cisco in Feb 2015 stated that, the number grew by 54% with 140 million devices at the end of the year 2014, and is further expected to go up to 651 million till 2019. Falling costs, increased network coverage and increasing usage are some of the key factors driving this change.
Penetration of new technologies has raised both opportunities and challenges for telecom service providers. From difficulties in acquiring customers, to meeting their increasing expectations and keeping pace with the evolving technology, operators need to tackle obstacles at every stage.
Acquiring New Customers
High penetration in telecom services has made the acquisition of new customers difficult. Operators need to focus on delivering additional value added features and multichannel support services to attract consumers from competitors.
Ever Evolving Technology
Rapid transformation of the technology landscape has raised consumers’ need for reliable technical support. Brands need to deliver seamless support to handle queries, minimize churn and hence, foster a loyal subscriber base of satisfied customers.
Increasing Customer Expectations
With increasing customer expectations, service providers need to deliver personalized quality services to reduce churn. Efficiently managing multiple devices across multiple customer touch points is a challenge for support agents.
With extensive expertise gathered over a decade of journey with leading telecom service providers, GizmoSupport is a one-stop solution for customer support services. We provide technical support, up-sell & cross-sell, churn management and other custom services over multiple channels, including self-service, voice, web-chat, In-app chat, retail and field.
Issues related to connectivity and devices like basic configuration and setup need to be handled with reliable and friendly support. GizmoSupport, a leading and respected player in this segment, aims to relentlessly deliver value in addressing specific business goals.
Our customer acquisition services are aimed to enhance penetration and usage of wireless data services. Welcoming new customers and addressing their needs, we reach out to non-users to help them overcome the technical obstacles for using value added services.
Up-Sell & Cross-Sell
GizmoSupport offers targeted up-sell & cross-sell services in order to enhance ARPU from existing customers, especially wireless data services. Upgrading existing customers to higher plans and adding new products and services to their portfolio generates additional revenues.
Our dedicated Churn Management solutions allow telecom operators to measure the quality of service (QoS) in a customer-centric way. We ensure the evaluation of each contact point as a potential opportunity to impact churn, with a comprehensive customer lifecycle view.