My calls are dropping! I can’t access the web! I can’t send short messages! My data bill is too big! These are common problems that your customer care department may face every day.
Of those issues, surprisingly, more than 50% of them go unresolved. The fact is, people do not like calling a customer care center. By the time a customer places a support call, they have likely become frustrated with several failed personal attempts at problem resolution. When they call, they want fast answers and fast resolution. If they don't get them, the likelihood of churn skyrockets.
Telecom Trade Magazine
Reactive and proactive customer care solutions
Our touchpoint and ProAction applications enable you with reactive and proactive care. Reactive customer care gives you real-time access to customer data so you can see the detailed facts of each problem. Proactive customer care lets you notify your customers with solutions so they don't have to call customer care in the first place.
Daniel Russo - Market Segment Owner for Customer Care Solutions
Daniel explains that reactive customer care is a base necessity for a service department, but in today's market, customer experience is greatly enhanced by adding an element of proactive customer care.