As we enter this new decade of continued focus on enhancing Customer Experience (and knowing how difficult it is to retain existing customers, not to mention, how costly it is to win new ones!), we expect to see customer digital engagement headlining many CSP’s strategies.
The barriers to move from one supplier to another are steadily lowering and customers are voting with their feet when it comes to dissatisfaction over poor and complicated bill presentment, such as incorrect billing or a lack of transparency on charges or indeed hidden contract changes. Some CSPs do attempt to solve this problem in-house, by building internal platforms or incorporating the bill presentment as part of a much larger transformation project. Unfortunately however, evidence has proven that it is regularly underestimated the level of complexity involved in consolidating multiple billing feeds and the need for effective UX design-led platforms. By the time they get it to market, it’s often too late and the customer has moved on.
Personalising and simplifying digital billing communications enhances the customer experience by ensuring customers receive accurate and easy-to-follow bills. Proactive notifications on prorated charges, campaign roll-offs and end-of-contract notices, reduce inbound call centre costs and generate better customer engagement and loyalty. Transparency provided via interactive billing and personalised offers (based on previous usage or preferences) will deliver positive results in customer retention levels. Self-serve billing analytics, accessible by user-friendly dashboards, means that service providers can build that all-important customer trust, highlighting that there are no hidden costs or inaccurate charges, leading to longstanding relationships.
At Soft-ex, we deliver enhanced interactive billing experiences for the CSP’s b2b & b2c customers helping to retain customers and win new customers. Our innovative solutions are biller agnostic and we offer an alternative fast path to enhanced customer billing experience while de-risking a carrier’s digital transformation. We simplify the bill and make it customer-centric, getting the benefit to the customer faster, without the fuss.
For more information on Soft-ex Interactive Bill, visit www.soft-ex.net or contact firstname.lastname@example.org
Soft-ex are an innovative and a global leader in Digital Billing Communications platforms and we are delighted to integrate their solutions into our CCM portfolio to the benefit of our joint DSP clients
CX strategies are continually evolving to adapt to the needs of not only today’s customer, but also the customer of tomorrow
WidePoint Corporation (NYSE American: WYY), the leading provider of Trusted Mobility Management (TM2) specializing in Telecommunications
WidePoint Corporation (NYSE American: WYY), provider of Trusted Mobility Management (TM2) specializing in Telecommunications.
Soft-ex will be attending MWC Americas, in partnership with CTIA, on Sept 12-14, 2018 in Los Angeles. Ian Sparling, chief executive officer at Soft-ex
WidePoint Corporation (NYSE American: WYY), provider of Trusted Mobility Management (TM2) specializing in Telecommunications