Why Visitor Analytics are Critical to Telecoms’ Customer Experience

The telecommunications industry is well-known for its competitive nature and companies in the space have little margin for error when it comes to service delivery. One of the sector’s most prominent performance indicators is customer satisfaction and the market leaders are those with a track record of providing their customers with personalized products and services.

Telecom managers looking to improve the performance of their stores and service centers should consider the technologies discussed below:

Provide all visitors with a unique and personalized experience

A telecom’s service center is different from the typical store in so many ways. These centers are filled with people that have various needs; some need information about the products and services on offer, and others come with complaints they could not resolve over the phone. Then there are those looking to switch from a competitor and need some convincing. To ensure that all visitors get a satisfying experience, it is important to provide them with unique and personalized solutions.

The mood, age, and gender (MAG) recognition technology helps service center managers detect visitors’ moods as they walk in. That way, you can tell immediately if a customer is disgruntled, angry, or frustrated; and you can attend to them accordingly. With MAG, managers can also tell which age group a visitor belongs to and send them attendants that will understand their needs and relate to them better. Because of this solution, engagement levels between customers and attendants will improve, significantly increasing visitor-to-customer conversion rates. Additionally, everyone that visits your service center will get to enjoy an experience that was tailored to their unique needs.

Deploy staff more efficiently

The majority of enquiries and complaints that telecom companies receive come in the form of calls, text messages, and emails. Customers mostly visit the service centers when they want to make a purchase, or have an urgent problem that was not solved effectively online. The last thing these people want is to stand in a queue or sit around waiting in your halls, and many companies have lost customers because of delays. Given the importance of call & internet services and given how competitive the telecom sector is, you can be sure that any customer that walks out of your store will find another provider within hours.

With heatmap and visitor analytics, managers can see in real-time how many people are in their service centers and which departments have the most visitors. Once the wait lines start getting too long in one department, they may move some attendants from, say, customer enquiries to the accessories stand to ease the queues and ensure a swift resolution. Visitor analytics also provides store managers with historical data. This will help them predict peak periods and deploy staff accordingly. During historically off-peak periods, they may reduce the number of staff and cut costs.

Create marketing campaigns to target specific customers

A 40-year-old woman has different call and internet service needs in comparison to a 16-year-old boy. In the past, telecom companies created marketing campaigns that addressed the needs of many people all at the same time. After some time and in the bid to target specific demographics, they started to create different ads for different groups of people. While this works better than the latter, it does not offer optimal efficiency.

The mood, age, and gender recognition makes it possible for brands to put out adverts that change depending on who is standing in front of it and the way the person feels at that particular time. Imagine this: a screen that changes ads in real time depending on the age, gender, and mood of the spectator. A screen that displays one advert when a teenage boy is in front of it and another when a middle-aged woman is present. This makes it possible for telecom companies to run targeted and more efficient ads inside and outside their service centers.

Optimize marketing campaigns

People counting technology allows marketing managers to set up one outdoor advert in one locale and set up another in a different area. Using street counters, they can tell how many people viewed the ads, and that number can be compared to how many new people visited the company’s store in that area (this data will be gotten from the people counting devices installed in the store). The results tell them which advert converted more visitors to customers, and is, thereby, more effective. Simple as that!

Conclusion

The technologies described above may sound like something out of a sci-fi movie, but they are very real. As a matter of fact, reputable brands—including Vodafone, Samsung, Celcom etc.—are already leveraging visitor analytics to devastating effect.

To learn more, please visit v-count.com. V-Count is the foremost provider of visitor analytics technology in the world and we provide customers from over 100 countries with the products and services they require to ensure customer satisfaction and take their companies to the next level. Please contact us here for your free trial, you can also give us a call at +1 866 549 9360.