Few industries have changed more during the past fifty years than telecommunications. Not that long ago, the industry was highly centralized; it was controlled by a handful of large players, centered on voice as the key channel, and information flow required physical wires that connected homes and businesses. Today, most telecom activity is wireless and the critical channel is the Internet. Data, text, and video overshadow voice, and traditional markets have been turned upside down through deregulation and lowered barriers to entry.
Every major US television network and studio is creating stand-alone streaming services. Consumers already have an average of three streaming video services and that can be frustrating, especially with the customer experience being a critical strategic priority. Telecoms once enjoyed monopoly-like status, but new competitors are entering the market and survival carries new requirements such as upgrading IT infrastructure while delivering quality service and managing all the data flowing through connected devices.
GlowTouch can help you make sense of these changes. We were at the forefront of the digital transformation, with a client list that is heavy on telecom, tech, and SaaS companies. We have seen customer care issues become more intricate and in handling them, we have helped clients create the sort of customer experience that creates user loyalty.
Streamlining your business and back-office processes to drive greater efficiencies and performance:
Consumers live in an omnichannel world: chat, voice, email, social media, etc. Increasingly, the onus on service providers is to provide the channels that their customers prefer. That is part of delivering “wow” experiences. When one of your customers contacts us, service and support become parts of that experience.
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