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According to Satmetrix’s 2013 Net Promoter Industry Benchmarks, telcos are struggling to keep up their customer loyalty scores with NPS ranging from 6% to 39%
There is a considerable diversity in the devices the customers own. Due to this diversity, telcos are facing rising costs from having to support a wider variety of technology platforms. This results in a poor customer experience. In fact, with an industry average CSAT of 70% and an NPS of only 16%, Telcos are the worst rated industry segment when it comes to customer loyalty.
Digital Service Cloud enables telcos to mitigate customer churn through support automation that lowers cost of service delivery and delivers a consistent, high CSAT customer experience. It also enables telcos to monetize their out of scope call volume and increase ARPU to offset the costs of the widened scope of support.