Top 5 Customer Communication Challenges in the Telecom Industry and How to Overcome Them

2020 marked a major change for the telecommunication industry. As the Covid-19 pandemic spread, countries imposed movement restrictions on their civilians, forcing them to spend more time at home, either for work or leisure.

As a result, many telecom players — from broadband to mobile to data center operators, benefitted from a surge in the traffic of data and voice. 

According to Statista, Global telecommunication spending is forecast to amount to almost 1.6 trillion U.S. dollars in 2024, as the number of mobile users worldwide is set to grow to over 7.4 billion in the same year. The American region is forecast to increase the most in telecom services end-user spending between 2020 and 2024.

Telecom companies have to move forward. Photo by Tima Miroshnichenko from Pexels

Telecom Industry – Customer Communication Challenges 

The telecom sector experienced growth during the pandemic. As a result, new challenges rose in the areas of customer communication. We’ve gathered the top 5 challenges telecom companies face, and innovative ways to overcome them to achieve success: 

1. Growing demand for digital customer service

In recent years, technological developments have increased consumer’s use of digital devices such as smartphones, tablets, and laptops. The change in consumer habits also created new standards in customer communication, as more customers expect to receive service through digital channels. 

The growing demand for digital services is a significant challenge for the telecom industry, which provides service to billions of customers worldwide. Therefore, the telecom industry needs fast and efficient digital customer service.

To overcome this challenge, telecom companies need to undergo a digital transformation process that will improve their ways of communication with their customers. 

We recently published a free guide that dives deep into this subject. 

Free Digital Transformation Guide

2. Multi-channel customer communication standard   

Consumers are increasingly using multiple communication channels and apps such as WhatsApp, Facebook Messenger, Telegram, Google Chat, and more to communicate with brands. Therefore, customers expect to not only be able to receive service through digital channels but also to communicate through multiple channels – 72% of consumers state they prefer to use multi-channel to connect with brands and businesses. 

Most customers prefer to communicate through multi-channel, something telecom companies should deeply consider. Consumer preferences create a new standard for customer service in the telecom industry. The message from customers is clear – go multichannel or get left behind. 

To overcome this challenge, telecom companies need to implement a smart omnichannel solution that can upgrade their ways of communication and customer experience. 

Adapting to customer needs would generate a more satisfying customer experience and keep customers loyal. Customer loyalty is more important and harder to earn than ever. Increasing customer retention by as little as 5% increases a business’s profits by 25%-65% 

Find out more about the CommBox smart customer communication solution

3. AI – artificial intelligence is a must-have 

Being a technologically advanced organization is the key to your customers’ hearts and credit. As mentioned, most consumers prefer multi-channel communication, but they also expect it to be backed with artificial intelligence capabilities that can ease the service process. According to Forrester, 63% of consumers are satisfied getting service from a chatbot, as long as they have the option to move the conversation to a human if needed.

Telecom companies that aren’t using AI would probably have poor customer service in comparison to their AI-equipped competitors, therefore they might lose clients over a poor customer experience. To overcome this challenge, telecom companies should implement an AI-based smart customer communication solution that automatically manages customer service by using AI and offering self-service capabilities. 

A survey found that 45% of customers are more likely to use self-service today than before the pandemic. And while 82% of consumers are willing to use self-service, almost half (46%) still don’t expect it to work.

Growing demand for smart digital services. Photo by Unsplash

4. Security and privacy

Customers trust large service providers with their personal information such as their ID, credit card details, photos, addresses, and more. As they trust, customers expect their personal information to be kept confidential and safe, so having the most advanced security is crucial for every organization, especially for telecom companies that provide multiple communication services. A small breach in a company’s system can cause tremendous damage if it’s hacked and used to steal personal information. 

This issue requires every company, and especially telecom companies, to have the most secure systems, that can withstand every cyber-attack and keep their clients’ privacy. The way to ensure system security is to secure not only your database but also your customer service with a secured customer service software of the highest standards, which is also GDPR-compliant. 

5. Transparency 

Customers share their personal data with telecom companies, so they expect them to be transparent about how those companies use customer information to make sure it’s not used for malicious purposes. Being a transparent organization is crucial for customer trust, and can benefit the company in terms of trustworthiness and also in revenue. Therefore, every company should have a well-planned transparency policy to ensure its ongoing success. 

Overcome Digital Transformation Challenges Using Commbox Smart Customer Communication Platform 

The telecom sector’s challenges as presented above require an all-in-one solution, a software that can manage customer communication effectively through every digital channel while maintaining the highest security standards. 

Meet Commbox – an omnichannel communication platform that enhances customer experience and leads digital service, support, and sales teams to success. 

Commbox helps organizations improve their customer communication by using advanced AI-based technology that engages with customers and solves issues more efficiently than ever with a smart inbox implemented in a customer communication platform. One popular solution Commbox offers is the WhatsApp API service bot that engages with customers through their app and can do so on many other digital platforms such as Facebook Messenger, Twitter, and more. Commbox holds the highest security standards and owns GDPR compliance. 

Commbox’s solution transformed leading telecom companies like Bezeq, HOT, YES, and others by implementing digital solutions that improved customer communication and customer experience.

For example, Commbox’s solution led to a 20% increase in agent productivity for Pelephone, one of Israel’s largest telecom service providers. Using Commbox, 73% of Pelephone’s customer interactions are managed within digital channels. Also, 96% of first customer requests are resolved in digital channels through Commbox.

Time for digital transformation. Photo by Unsplash

5 Reasons Why Commbox is the Solution For Your Telecom Company 

  1. All-in-one omnichannel customer communication solution. 
  2. WhatsApp API smart bots that provide friendly and effective service. 
  3. AI and automation features that improve customer experience.
  4. GDPR security compliance.
  5. Proven success in managing telecom companies’ customer service.  

In Conclusion

2021 marks a new era for the telecom industry. As customers expect telecom services to become more digital and multichannel, organizations must upgrade their customer service and customer experience or get left behind. 

Implementing an omnichannel, AI-based, and secured customer communication solution, is imperative for every telecom company, now more than ever. 

About Commbox

Commbox offers an innovative solution for customer interactions, creating a holistic customer communication experience. By using the Commbox platform, companies and enterprises can automate recurring tasks that are excessively time-consuming, allowing your agents to focus on more important tasks. Commbox paves the way for autonomous business communication, without losing the quintessential human touch.

Commbox’s mission is to pave the way for companies worldwide to become autonomous enterprises, without losing their quintessential human touch.

Learn why customers choose CommBox for their customer communications.

Request a Demo

Sign up for our newsletter


    Surprise!
    We have rebranded

    Thank you BumpYard. Hello CommBox

    Say hello to CommBox.io, the intelligent customer communication center for live and automated interactions.

    We’re extremely excited to announce that we have changed our company name to CommBox. It’s still the same company with the same awesome people! just a new name, a fresh look, and a brighter future.

    Read full story