No industry has more incentive to adapt to today’s multichannel world than telecommunication brands. As telecom operators extend their service offerings to include streaming media, internet, and more, it’s critical to support these offerings with a real-time presence across all relevant platforms, such as mobile, web, OTT, and other devices. The greater the presence, the better the service, which only results in more purchases, bigger upsells, and increased satisfaction scores.
Not all global telecoms have mastered digital transformation. Many operators still only interact with customers via call centers, brick and mortar stores, and physical mail. Not only are these channels quite expensive, but they also prevent these brands from delivering value when customers need it the most.