What is omnichannel self-care?
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 Digital Experiences
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
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.
Whitepapers and Briefs
Even as network usage patterns undergo a drastic change in these challenging times, there’s still ample opportunity for companies to evolve. Here’s how.
Customer experience (CX) remains the top differentiator for telcos to gain an edge, and omnichannel self-care is the key to a foolproof CX strategy.
5G promises a transformational customer experience, and to fully monetize this transformation and derive maximum ROI, operators must have an effective digital BSS stack.
The evolution of mobile technologies has led to an enlarged customer base with evolved demands. As technologies and consumers evolve, CSPs are relying on digital services for success and adapting accordingly.
Alepo’s Digital BSS will include centralized billing, affiliate management, web and mobile self-care, and will equip the operators to launch public WiFi in the future.
Alepo’s digital transformation modernized Eswatini Mobile’s network, boosting CX by ending frequent network disruptions, digitizing self-care, enabling advanced plans.
Alepo’s WiFi monetization platform enables Cable & Wireless Seychelles to monetize its free and paid public WiFi plans. Includes an advanced self-care portal.
Alepo’s network modernization solutions (Digital BSS, AAA) will upgrade Telecom Vanuatu Limited’s (TVL) fixed data network. Enables advanced plans, web self-care.