Cutting Call Volume for Telecoms: How Dynamic Videos Help

According to an Ericsson survey, it takes smartphone users 4.1 days to successfully complete an interaction with a service provider, on average. And this has a massive impact on satisfaction levels — the number of satisfied customers decreases by nearly 30% after more than 1 day of trying to resolve something.

To streamline the customer service experience, telecommunication companies are turning to digital tools. The issue, though, is that generic emails and automated replies lack the empathy so-needed during this critical touchpoint.

To add back a human touch, telecom companies can send out videos breaking down what customers need to know. Better still, make them personalized to every viewer, giving customers relevant answers when and where they need them. It’s called Personalized Video — and we’ve seen it slash call center volume by over 35%.

Curious to see how it works? Keep reading.

What Is Personalized Video?

Over 60% of consumers now want more videos from brands, according to our market study. Whether it’s an explanation of new policies or an exclusive offer, consumers want their content in a video format.

But video is even more engaging when personalized. Think of a video that breaks down every viewer’s billing statement. Or a year-in-review video that celebrates every customer’s achievements with your brand. We call it Personalized Video.

They’re a great fit for the telecommunications industry — especially when it comes to driving down call volume. Check out what they look like in action.

How exactly do these videos increase call deflection? We’ll show you below.

Clarify First Bills

A common issue representatives resolve is confusion surrounding a customer’s first bill. What is pro rata? Why is my bill so high? Subscribers want questions like these answered fast, but often wait hours upon hours to get in touch with a live agent.

To resolve your customers’ questions in a timely manner, send them an explainer video made just for them, as BT has below.

Sending customers blocks upon blocks of text can easily overwhelm them. A video like this, though, breaks down everything viewers need to know about their billing statement in a matter of minutes, improving transparency and boosting satisfaction. And we’ve seen first-hand how well they work — videos like these reduce churn by 37%.

Tip: Over half of smartphone users (56%) expect telecom providers to anticipate their needs. Take a proactive approach by sending customers an explainer video before questions arise.

Improve Onboarding

New customers are just getting started with your company. And a customer that fails to learn how to use your product or service is likely to reach out to customer service with issues sooner rather than later.

Ebook

Discover the top 9 ways to personalize video content

To avoid future calls to your contact center, create an onboarding experience that sets customers up for success. Send subscribers a Personalized Video to explain benefits they can look forward to, upcoming changes and how to create their online account.

Allow for Self-Serve

Today’s consumers want a zero-touch customer experience. According to the Harvard Business Review, 81% of all customers attempt to take care of issues themselves before reaching out to a representative.

To meet this need, give your customers the option to self-serve with an Interactive Video. This can look like:

  • An interactive Q&A where customers select from a menu of common issues to get the answers they need.
  • A video chat that simulates a live support agent.
  • An interactive video calculator for customers looking to add a line, letting them calculate their new payment plan in real time.

It’s a win-win situation. Self-serve tools like these give representatives the bandwidth to handle more pressing issues, while customers receive answers when and where they need it.

Drive Down Call Volume With Personalized Video

From long wait times to generic answers and more, customer service can be a source of frustration for customers — but it doesn’t have to be that way. Turn this pain point into an opportunity to delight customers with videos that give customers the personal attention they deserve.

Sending hundreds of thousands, even millions, of subscribers videos personalized to their needs can seem daunting. But it’s possible, even easy, to start with our enterprise-grade Next Generation Video Platform. We’ve seen firsthand how top carriers are leveraging our tech to deliver an exceptional, personalized CX proven to cut call volume and drive loyalty.

Interested? Let’s connect.

Schedule a Call

Explore More Content

Generic selectors
Exact matches only
Search in title
Search in content
post

Subscribe to Our Newsletter

Explore More Content

Related Articles

Japan Airlines

Japan Airlines Upgrades Its First-Class CX With Idomoo

Japan Airlines is taking the pre-flight experience for its top customers to the next level with Personalized Video. Now, when first-class travelers scan their boarding pass, they get a video made just for them, delivered right in their JAL+ Lounge app. Powered by Idomoo’s Next Generation Video Platform, the videos include real-time flight information so travelers get everything they need to know at a glance. This includes how long it takes to walk to their gate, their anticipated arrival time and more. See one personalized example in the GIF below. Each personalized data point is up-to-the-minute accurate, and delivering this content in a video format makes it engaging and human for a next-level customer experience. What makes these videos different from any other video your airline might send you? Here’s a peek. Real-time video generation: This allows the latest flight information to sync with the video right when the viewer

Read More
The Secret to CX

The Secret to a Customer-Centric Digital CX

A version of this article appeared on CMSWire. You can read it here. Looking for the secret to a better, more customer-focused digital CX? You’re not alone. Brands are increasingly embracing digital customer experiences across the customer journey. But there’s a serious gap between how effective brands think these experiences are and how effective they actually are. According to one recent study, while 53% of brands believe that their customers are satisfied with their digital self-service tools, only 15% of customers agree. In another report, PWC found that 54% of consumers believe CX in most companies needs improvement. Given all this investment poured into delivering an exponentially growing variety of digital customer experiences, what isn’t working? Why are customers unsatisfied and brands missing out on the ROI for their efforts? Like most solutions, we have to look first at the problem. The Issue With Today’s Digital CX Your digital CX

Read More
Dynamic Videos

Dynamic Videos and Mortgages: Why They Work Well Together

Personalized Video and mortgages — how (and why) do they fit together so well? It might not seem like an obvious connection, but let me explain. For the last 10 years before joining as a director of sales and account manager, I’ve been a marketing strategist in the mortgage industry. First, I was at Quicken Loans (now Rocket Mortgage), then at JP Morgan & Chase. And in those positions, I used Idomoo Personalized Video across the entire customer journey to educate and inspire customers to take action. I loved the technology so much, I joined the company. I got to share a little about this and how our platform works at this year’s Digital Mortgage conference by National Mortgage News. You can see my presentation — and take a look under the hood of our Next Generation Video Platform — in the clip below. But if you’d rather read, here’s

Read More

Request a Demo

Leave your details below, and our team will contact you ASAP to show you what Personalized Video can do for you.