A global data analytics and advisory firm, Quantzig, that delivers actionable analytics solutions to resolve complex business problems has announced the completion of their latest customer experience analytics engagement for a leading telecom service provider.During the course of this engagement, the analytics experts at Quantzig helped the client to understand the comprehensive multichannel journey of its customers.
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Customer Experience Analytics Engagement for a Telecom Services Provider (Graphic: Business Wire)
Telecommunication service providers across the globe are facing very low customer satisfaction levels and high churn rates. With the magnitude of these challenges increasing gradually, telecom service providers are forced to use multiple channels to communicate with their customers. Moreover, the customers today use multiple touchpoints, such as kiosks, online customer support services, or use self-service touchpoints such as interactive voice response (IVR), and applications. This expectation has further prompted telecom service providers to adopt a customer-centric approach to meet customer demands and streamline business processes.
The Business Problem: The client is a well-known telecommunication services provider based out of the United States. They faced several predicaments including, low first call resolution (FCR), very high transfer rates, low digital channel containment, and very low IVR containment, which gave rise to high attrition rate. The client approached Quantzig to leverage its customer experience analytics expertise to gain complete visibility into customer journeys.
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"The proliferation of technology has prompted customers to switch between channels in search of a personalized and consistent level of service throughout their journey," says a customer experience analytics expert from Quantzig.
The Solution OfferedTo help the client tackle their core challenges, the customer experience analytics experts at Quantzig developed a holistic approach that encompassed the creation of custom dashboards and a customer experience management framework that focused on targeting the right prospects by offering deeper insights into customer journeys.
A customer experience management strategy is the key to offering the ultimate customer experience that will help reduce churn. This case study is one such example where Quantzig's customer experience analytics solutions helped a client to address their core challenges. Request a free proposal for detailed insights.
Quantzig's customer experience analytics solutions helped the client to:
- Increase average revenue per user
- Enhance customer service and effectively manage customer expectations
- Request a free demo to know how you can offer a better experience to your customers.
Quantzig's customer experience analytics solutions offered predictive insights on:
- Analyzing customer journeys and identifying reasons for churn
- Understanding customer behaviors through real-time analytics
- Put an end to all your customer experience management woes with the right strategy backed with customized customer experience analytics solutions, request for more information now!
About Quantzig
Quantzig is a global analytics and advisory firm with offices in the US, UK, Canada, China, and India. For more than 15 years, we have assisted our clients across the globe with end-to-end data modeling capabilities to leverage analytics for prudent decision making. Today, our firm consists of 120+ clients, including 45 Fortune 500 companies. For more information on our engagement policies and pricing plans, visit: https://www.quantzig.com/request-for-proposal
View source version on businesswire.com: https://www.businesswire.com/news/home/20190422005362/en/
Contacts:
Quantzig
Anirban Choudhury
Marketing Manager
US: +1 630 538 7144
UK: +44 208 629 1455
https://www.quantzig.com/contact-us
