Only 35% of consumers are satisfied with their current telecom customer service.
While this stat highlights a clear challenge, it also presents a powerful opportunity for telecom companies: to stand out through exceptional service that drives satisfaction, loyalty, brand trust, and growth.
In our recent research report from the Capgemini Research Institute, Unleashing the value of customer service, we explore the critical role of this function in today’s customer experience and identify the preferences, expectations and requirements of telecom customers.
The telecom-specific infographic reveals:
- Which telecom service interactions customers want to solve with the help of an agent, versus self-service
- What customers prefer between speed and reliability
- What value-added services and features customers are willing to pay a premium for, such as security, speed, and sustainability
- How consumers expect telecom service providers to protect data privacy and security
Download the full research report here to learn how organizations across industries can turn customer service into a strategic differentiator.
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