Top five ways telco companies use conversational commerce
Providing pricing info and selling subscriptions
Helping consumers understand plan details
Providing info about nearest locations
Adding a new line of service
Addressing network coverage or roaming issues
The results have been incredible
Increase in conversions
Decrease in customer care costs
Peak in customer satisfaction
Bots for telco companies
Bots can provide information on plans and pricing, help consumers add a new line of service or purchase a device, and answer general FAQs. This enables agents to manage high-value and more complex requests.
Bots handle a greater volume of conversations at a tenth of the cost
"We were one of the first companies to launch asynchronous messaging in 2016, and we’ve continued to build out this capability across a variety of digital channels. Our customers love the convenience of messaging us like they do with their friends – it’s the primary way most of us communicate every single day."
Nick Drake | T-Mobile
EVP of Marketing & Digital Experience