Chatbots
November 5, 2020

How to use a chatbot in the telecom industry

Liselot Hofman
Liselot Hofman

As a customer service professional in the telecom industry, you know better than anyone how demanding it can be. Especially in 2020. Your customer’s needs have changed. They expect you to provide the quickest support humanly – or even inhumanly – possible.

Challenge accepted.

One of the ways to get this done is to start using a chatbot. It helps you by collecting customer information and by handling simple support queries. By doing so, the chatbot supports your hard-working team and helps them streamline their workflow.

In this article, I will share 4 ways you can use Trengo’s chatbot in the telecom industry and the benefits it provides.

4 ways you can use a chatbot for your telecom company

Redirect customers to the right department

By asking some questions, the chatbot can route your customer to the best-fit support agent.

Your chatbot can ask your customer:

  • If they are a new or existing customer
  • For which product they want to get in contact (for example mobile or internet)
  • A small description of their problem
  • Some contact information (customer account number)

Depending on the answers, the chatbot will route your customer to the right agent.

Now the agent already knows some basic customer information and can be of better service.

Handle support queries by using dynamic content

By using dynamic content, the chatbot can assist by answering simple support queries without any interference from an employee.

Dynamic content is content that changes based on customer information. Think about the newsletter of your favorite webshop, where you are always greeted “personally”.

“Hi, [customer name]”

That is dynamic content.

Trengo’s chatbot can retrieve dynamic content through integrations with, for example, telecom software.

This way, the chatbot can help your customers with:

  • Account status and information
  • Network or provider issues

Here’s an example:

The chatbot can pull up relevant information in response to the dynamic content. This way, the customer gets help right away.

Handling a rush of questions about service interruptions

It happens. The service goes down in a local area, and your support team is busy answering the same question over and over again: “What happened to my service, and when is it going to be fixed?”

By using dynamic content (asking the customer for their account number), the chatbot immediately knows that the customer is dealing with the local service error.

The chatbot can respond with an auto reply and gives the customer the estimated time when the service will be back to normal.

Register new customers by asking for information

Trengo’s chatbot gathers customer information, which makes you register new customers in a flash.

How?

First, the chatbot asks some in-depth questions to collect customer information and wishes. For example:

  • Date of birth
  • Home address
  • Phone number
  • Product of choice
  • Subscription of choice
  • Payment options

All given information will automatically appear under the customer’s contact profile in Trengo.

After gathering all information, the chatbot routes the customer to the right agent. The agent already has all the required information to process the contract in no time.

The benefit? Instead of a 15-minute chat, it will only take you a couple of minutes to register a new customer.

Answer frequently asked questions

It’s inefficient for your team to answer the same questions over and over again. These questions can be safely handed over to chatbots.

The chatbot will recognize the question and answer with relevant information.

These frequently asked questions can include:

  • Pricing and subscriptions
  • Products and services
  • Basic setup procedures

Tip: When you are using a help center, it is also possible for the chatbot to send a link to the relevant help center article.

The benefits of using a chatbot in the telecom industry

Using a chatbot in the telecom industry brings several benefits:

  • Increase customer satisfaction: the customers receive fast support in one chat. No need to wait or to be transferred to different channels and departments.
  • Improve accessibility: chatbots are at your customers’ service 24 hours a day.
  • Save costs and time: you need fewer support agents because chatbots take over time-consuming tasks.

Hire a chatbot for your telecom business ๐Ÿค–

It’s time to find out the way a chatbot can benefit your business the most. Check out my blog about how you can add a chatbot to your website in 5 easy steps, or create a Trengo account and try it out yourself.

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