Many people consider telecommunication services an essential commodity, especially in today’s digital age. As commercial and social activities have shifted towards online, it, even more, has become a crucial service, causing customers to rely heavily on mobile and internet services. The inability of telco companies to provide a smooth and frictionless experience can cause customer dissatisfaction, eventually leading to customer churn and contract cancellations.
Use Case Overview
According to a 2020 study, 37% of customers feel like the ‘wait is always too long’ for their issues to be resolved by their telco providers, and 51% has had to explain their issue(s) multiple times to the same provider (i.e., ‘unnecessarily repeat information’). Such negative customer experiences can be averted by proactively detecting network problems the customer might have and communicating this to the customer right away to provide a prompt resolution before nuisances become apparent.
Three key and interrelated components make this use case successful: Device DNA → Household DNA → Customer DNA. With Device DNA, interactions logged through the modem or router, specifically the connection attempts made by any device within the household, are analyzed to detect any network problem. In case of any anomaly, an alert is sent to the linked Household DNA. Subsequently, the system sends an experience for the best offer resolution to the customer. Here, we make use of Customer DNA to identify the ‘owner’ of the household as indicated in the plan details. All of this combined with the household or customer’s churn score also influences the experiences sent and the approach used to resolve the issue.