Omnichannel Self-Care

A holistic self-care offering with multilingual omnichannel support. Offer conventional (IVR, USSD, SMS) as well as modern digital channels such as web self-care, mobile apps, and AI-based chatbots for popular voice assistants (Alexa, Cortana) and social platforms (WhatsApp, Skype, Viber, Twitter, Facebook, and more).

crmomnichannelself-care

What is omnichannel self-care?

Omnichannel self-care is a holistic customer support strategy that enables a seamless experience across multiple traditional and digital channels (social media, voice assistants, WhatsApp, and many more). Customers receive an identical user experience on any channel and in any language they choose. AI chatbots help provide instant 24×7 service so customers can resolve issues any time of day and from anywhere using their own devices.

What are the benefits of an omnichannel CRM in telecom?

An omnichannel CRM is a modern and holistic approach to self-care, empowering customers to have more control over their accounts and to resolve issues through any traditional or digital platform of their choosing. In addition to facilitating multichannel and multilingual support, it helps digitize and automate processes, simplifies purchases and payments, leverages advanced analytics to offer personalized and contextual services to customers, and enables instant 24x7x365 support through the use of AI chatbots.

A Feature-Rich Multilingual and Multichannel Self-Care

Personalized Self-Care

Personalized Digital Experiences

Customers can choose from multiple platforms: web and mobile apps; chats through existing social media apps (WhatsApp, Skype, Facebook Messenger, Twitter, Viber); voice assistants (Alexa and Cortana); or traditional channels. Can be enabled on any platform with API integration capabilities.

Easy account management lets them view, change, and manage plans, services, and account settings.

Operators can trigger personalized offerings and contextual ads using advanced analytics.

Incentives and point-based rewards programs (cashback, points, vouchers, gifts, additional data or services, and more) help build brand loyalty.

Download Solution Brief: Alepo’s Customer Value Management

Customer-First Features

Automated digital onboarding: enable online ordering, document verification, activation, and doorstep SIM delivery.
Automated support: the AI chatbots can gauge moods and tones to have intelligent human-like conversations.
Multiple payment modes: secure payment options simplify bill payments, add-ons and top-ups, payments on behalf of other subscribers, and more.
Swift complaint redressal: accept detailed complaints with supporting documents, set priority, and more.
Gifting: customers can transfer data, minutes, and money to other subscribers.
Parental controls: parent accounts can manage all family connections, set time and usage limits, and control app use.

Omnichannel Self-Service

Omnichannel Support

Truly Omnichannel

Alepo’s Omnichannel Self-Care lets customers not only choose their platform of choice but also whether they want to speak with a chatbot or a live agent. The customers’ language preference is autodetected; the chatbots interact in multiple languages. The responsive UI works seamlessly on all screens, providing a uniform user experience and functionality on all devices. The open platform with modern REST APIs leverages the latest frameworks, which can be extended through configuration and scripting.

Read the blog: Why every telco’s CX strategy should include omnichannel self-care.

Related Resources

Whitepapers and Briefs

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5G-Ready Digital Business Support System

Alepo’s digital BSS stack helps communications service providers transform into digital service providers, providing modern and advanced modules including omnichannel self-care, CRM, and more.

Whitepaper

What’s Driving BSS Transformation for CSPs

CSPs face an increasing threat from OTT players, demanding a restructuring of their BSS architectures. This whitepaper explains how CSPs can innovate services, streamline processes, and digitize CX.

Product Brief

Alepo’s Omnichannel Self-Care for Telcos

Reduce operational costs by allowing subscribers to self-manage their accounts through channels of their choice. Learn how easy it is to integrate Alepo Omnichannel Self-Care into any BSS.

Case Studies

Case Study

Eswatini Mobile

The operator seamlessly migrated to a comprehensive digital BSS using Alepo’s Digital Transformation, enabling rapid service creation, digital-first customer experience, and 24x7x365 customer support.

Case Study

TTC

As part of TTC’s phased digital transformation, Alepo provided unified web and mobile self-care. It enables customer self-reliance, letting them use the same login credentials for recharge, plan changes, and more for all networks.

Case Study

Telecom Niue

The operator launched LTE services using Alepo’s 5G-ready Digital BSS, omnichannel self-care, and unified convergent billing platform. More than 50% of the island’s population was onboarded soon after deployment. Here’s how.

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Omnichannel Self-Care