Telcos urged to improve customer experience

By Louella D. Desiderio, The Philippine Star

Posted at Apr 22 2012 03:16 PM | Updated as of Apr 22 2012 11:16 PM

MANILA, Philippines - Telecommunications service providers should invest and focus more on improving customer experience in order to continue to grow their business, an official of technology provider Alcatel-Lucent said.

“We believe that the time has come for customer experience management to flourish in the service provider sector. Typical differentiators based on networks, services and prices have already been exhausted, leaving customer experience a key strategy to attract and retain customers,” Philip Carden, global head of Alcatel-Lucent’s consulting services arm said in a briefing yesterday.

He said that as more smartphones are being sold and more customers are being connected, the delivery of service becomes more complicated.

Consumers, he said, expect that their devices would work and that if they would encounter some problems in using their devices or in the service, the glitch would be quickly resolved.

He said one of the reasons why customers would switch service providers is because they are not satisfied with the service.

To be able to focus more on how to improve customer experience, he said telecommunications service providers could invest in software solutions that would allow them to understand the consumer more and improve their business performance.

Alcatel-Lucent, he said, could help in improving the customer experience of telecommunications service providers as it offers a combination of software tools designed to improve the way consumers use and experience their smartphones, and other similar devices.

Alcatel-Lucent, he said, is making available in the Philippines this month the Motive Customer Experience Solutions, which is a combination of software tools and associated professional services for improving customer experience of smartphones and other similar devices.

The end-to-end solution, he said, among others, allows the telecommunications service providers to help the consumer address their problem with their devices at a quicker time, as well as to monitor the device and service performance data.

The solution, he also said, allows service providers to identify customer experience management strategies and implementation plans.