A 360-degree approach to customer service
are turning to Digital Service Providers (DSP) to provide a comprehensive, bundle
of voice, video, and data services. In such a situation, service providers should
develop a 360-degree approach to customer service, says, Ashok Waran, Vice-president
of Engineering and Services, SupportSoft.
What were the earlier methods of customer service adopted
by service providers?
There were two methods used previously. The first related to a situation when
the service provider addressed the issue directly at the customers location
by sending a technician to the customer premises. This was resource and time-intensive,
and expensive. The second was the traditional phone support where the customer
called the help desk. This method had the customer waiting for long periods
of time to receive a response, which was sometimes inadequate.
What are the benefits of a 360-degree approach to customer
The 360-degree approach defines a complete set of service automation solutions
that extends not only from the customer premises but also from the service providers
network and call centres. Designed to work together from the first day of service
installation to ongoing service management, this approach provides the only
comprehensive, integrated service automation answer for triple play service
The result of this end-to-end approach is that service providers can significantly
reduce customer support costs for not just one, but the full bundle of triple
play services. It can ease the administration of customer service through a
consolidated approach to service management, improve the customer experience
by creating one point of accountability, and allow service providers to verify
installation of all services.
A 360-degree approach can assist in driving incremental revenues, provide a
highly scalable service solution for triple play customer service needs, ensure
network reliability, and enable a seamless customer experience for issue escalation
from installation through ongoing service.
Soutiman Das Gupta