Use Case

Predictive Churn Management

Customer dissatisfaction due to unresolved service issues significantly increases the risk of customer churn for telecommunications companies. Not prioritizing customers at high risk of churn contributes to the telecom sector facing an average annual churn rate of 26% to 31%. Predictive Churn Management, empowered by automation bots, proactively mitigates churn by delivering customized solutions and rebuilding customer trust.

Overview

This solution aims to identify and segment potential churn cases based on factors such as the severity of open Service Requests (SR), duration of unresolved SR, and sentiment analysis of customer interactions.

Automation is leveraged to offer time-limited upgrades to high-risk cases as a proactive measure of compensation, while simultaneously prioritizing their SRs and monitoring them until resolution.

This strengthens customer trust, enhances brand reputation, and minimizes revenue losses, ensuring sustainable growth in a highly competitive market. 

1
Boost Operational Efficiency and Service Request Resolution Rate
2
Reduce the Churn Rate
3
Fortify Customer Trust and Brand Reputation
4
Maximize Revenue By Minimizing Losses

Details

Problem

In the telecommunications industry, customer dissatisfaction stems from unresolved service requests (SRs) and inefficient solutions management by providers due to data volume complexities. This leads to delays, unfulfilled orders, and a decline in customer trust. Telecom companies' struggles to monitor effectively contribute to customer churn, affecting immediate revenue, market reputation, and long-term loyalty.

Solution

The automation bots in Predictive Churn Management significantly enhance customer retention strategies in telecommunications. Their main strength lies in prioritizing the resolution of critical Service Requests (SRs), especially for customers identified as having a high risk of churn. These bots are adept at closely monitoring and resolving these SRs promptly, often within the period of limited-time promotional offers. This timely and personalized approach is essential for rebuilding trust between customers and service providers. By addressing customer concerns swiftly and making them feel valued, these bots are instrumental in not only repairing strained relationships but also in strengthening customer loyalty in the competitive telecom sector.

Automation Features

1---Track-Unresolved

Track Multiple Unresolved SRs

Automation bots can continuously monitor customer profiles, identifying those with multiple unresolved service requests. By doing so, they provide a comprehensive view of customers at risk of dissatisfaction.

2-sentiment

Sentiment Analysis

These bots can analyze customer interactions and feedback to gauge sentiment, giving insight into the level of customer frustration and urgency.

3-churn

Churn Prediction

Utilizing threshold criteria based on the number and severity of unresolved SRs and sentiment analysis of customer interaction, bots can categorize customers as potential churn candidates. This proactive approach allows telecom companies to prioritize high-risk cases.

4-Tailored

Tailored Solutions

The bots' understanding of the specifics of each service request (SR) allows them to offer tailored solutions, such as a complimentary, time-limited service upgrade. This strategy is designed to engage customers with valuable offerings, creating a buffer period for issue resolution. It also showcases the company's dedication to enhancing the customer experience and addressing their concerns effectively.

5-priorit

Prioritization of SR Resolution

By identifying cases that are critical, telecom providers can more efficiently allocate resources, focusing on resolving the SRs of customers who are at a higher risk of churning. This involves close monitoring of the daily progress in resolving SRs of "at-risk" customers, aiming to close these issues within the duration of the "limited-time upgrade" offer.

65-restoring

Restoring Customer Relationships

Timely interventions and personalized attention facilitated by these bots play a pivotal role in re-establishing trust between customers and the service provider. This approach is essential for retaining customers and mitigating churn, ensuring that customers feel valued and their issues are promptly addressed.

Resources

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