{"id":58274,"date":"2024-02-13T15:49:01","date_gmt":"2024-02-13T14:49:01","guid":{"rendered":"https:\/\/intellias.com\/?post_type=blog&p=58274"},"modified":"2024-07-22T02:34:16","modified_gmt":"2024-07-22T00:34:16","slug":"how-and-why-a-csp-should-build-a-telecom-self-service-portal","status":"publish","type":"blog","link":"https:\/\/intellias.com\/telecom-self-service-digital-portal\/","title":{"rendered":"How and why a CSP should build a telecom self-service portal"},"content":{"rendered":"

Digital-native businesses including Netflix, Amazon, Uber, Apple, and Airbnb have discovered the need for a seamless and convenient omnichannel customer experience. Today, customers also expect telecommunications providers to offer such an experience. Moreover, the average net promoter score (NPS), a major customer satisfaction metric, usually has been in the 20s for telco providers compared to the 50s or higher for digital-native services according to\u202fMcKinsey<\/a>.<\/p>\n

How can you make your customers happier? Give them more freedom and more control over fulfilling their needs. A self-service telecom portal is an excellent tool for fulfilling this task, and we have seen such portals be transformative for our clients multiple times. Self-service in telecommunications could be a game-changer for your telco company, helping you to differentiate yourself on the market and increase average revenue per user (ARPU) and sales conversion rates. Let\u2019s discover how.
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\"Mastering<\/div>\n\t\t\t
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Mastering Telecom Infrastructure<\/div>\n\t\t\t\t\t
Cloud vs. Off-Cloud Strategies<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t Download now <\/span>\n\t\t\t<\/div>\n\t\t<\/a><\/div><\/p>\n

Why you should consider building a self-service telecom portal<\/h2>\n

A digital self-care portal is rapidly becoming the first point of contact for telecommunications customers when they encounter technical issues. That\u2019s not a surprise, as the telco sector is a leader in self-service. According to J.D. Power\u202fresearch<\/a>, 69% of customers would try to resolve technical problems by themselves first and only afterward would turn to an in-home service visit.<\/p>\n

However, only some customers are aware of self-service in telecommunications. Let\u2019s find out what makes customer self-service for telecom a two-way street for operators and their customers.<\/p>\n

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We often say satisfaction is profitable. Providers that understand this and give customers easy access to the tools they need to troubleshoot common issues enjoy higher customer satisfaction, and\u2014importantly\u2014are spending less on customer service phone calls that begin at upwards of $7-$12 per call.<\/p>\n\t\t\t\t<\/div>\n\t\t\t\t\n\t\t\t\t\n\t\t\t\t\tIan Greenblatt, <\/span> managing director at J.D. Power<\/span><\/span>\n\t\t\t\t<\/small>\n\t\t\t<\/blockquote>\n\t\t<\/section>\n

In the post-pandemic era, an omnichannel digital experience is a need, not a want. Moreover, an emphasis on self-care for telecom is crucial, since a well-managed customer experience makes people feel appreciated and heard. Meanwhile, 81% of consumers still want more self-service options according to NICE\u2019s 2022 Digital-First Customer Experience Report<\/a>.<\/p>\n

\"How<\/p>\n

Developing a self-care portal brings telco providers tangible benefits<\/em><\/p>\n

Furthermore, a telecom portal is a quick win for communications service providers (CSPs). Here are the tangible benefits you can gain from telecommunications consulting services<\/a> on self-care portal development:<\/p>\n

Achieve differentiation<\/h3>\n