Sales and Customer Retention

The experience research implemented by YourCX is more than simple online analytics. So we answer the question - "why does it happen this way and not that way?". By combining declarative (survey) data with the right context (paths, behaviors, conversions), we get a full picture of consumer behavior. Hard data and thoughtful analytics - from this comes useful knowledge, on the basis of which you can strengthen relationships with existing subscribers and attract new customers.

YourCX services also provide unique benchmarks for the telecommunications industry - online service ratings, UX problems, purchase processes, reasons for leaving the service, BOK quality - these are just examples of data that our clients can relate to the broader market and competitive context. Thanks to this solution, we know, for example, whether given fluctuations in quantitative indicators are due to specific actions of a given entity, or perhaps to reasons beyond our control.

The processes proposed by YourCX involve continuous operational work on the quality of the online service and other areas related to the operation and provision of telecommunications services. Identifying ongoing issues, such as technical errors, missing descriptions or problems with meeting visit goals, is just the tip of the possibilities associated with the process of cross-referencing CX information with contextual data on paths, conversions and behavior.

Quality of customer service

Experience optimization is all about monitoring the strengths and weaknesses of customer service. The information collected makes it possible to determine the ease with which the various goals of the visits are met, including finding help. Quantitative and qualitative indicators also allow us to estimate the overall condition of the BOK - the courtesy and competence of consultants, the waiting time for getting help and other factors. We achieve these goals through surveys conducted after contact with a consultant in any customer service channel (livechat, chatbot, phone call, email, SMS and others).

Customer service is also benchmarks, but not only market benchmarks, but also internal benchmarks. Evaluations of individual consultants help motivate work and can form the basis for a bonus system. It also gives better opportunities to assess the quality of work, including the determination of minimum acceptable quality indicators, as well as the identification of effective solutions and replication of good practices.

YourCX surveys are also a useful tool in the process of responding to problems - preventing them from escalating and not having to deal with the effects of negative experiences. It's also practical knowledge in terms of employee training.

What else is worth studying?

The YourCX platform allows you to manage the experience in the context of various processes, including telecommunications payment processes. Ease of execution of payments by various methods, problems and needs, preferences related to account and invoice management - the knowledge is in the experience and heads of subscribers, you only need to ask about it!

YourCX research is a great fit for multi-channel processes, including optimizing the quality of service at stationary points. It's also an opportunity to identify effective solutions and replicate best practices, including by using internal and market benchmarks.

YourCX solutions are also great for monitoring current trends, dynamically changing consumer habits, needs and behaviors. Thanks to market research, you will identify the strengths and weaknesses of your competitors, as well as relate assessments of particular business aspects to other players in and outside the industry. We also carry out studies of preferences and behaviors related to the choice of offerings and current use of services.

How does YourCX help telecom service providers?

We conduct experience analytics in a variety of areas - from online sales and service management platforms to traditional customer service offices. We supplement declarative data with contextual data, integrate with clients' internal systems, and discuss individually prepared reports in meetings. Through Customer Experience research, our clients better understand the needs, problems and behavior of their subscribers. Telecommunications companies also get access to unique benchmarks - industry averages - so they are able to relate their own observations to the broader context.

„(…) We received full support at all stages of CX and UX research projects. YourCX team is always helpful, proactive and ready to meet our needs.(…)”

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„(…) we have received practical usability (UX) recommendations, industry benchmarks, as well as advanced conversion and user behavior analysis (…)”

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W ramach naszych usług, oferujemy m.in.:

• A set of research tools allowing you to carry out continuous research, verification and A/B testing at key points of contact with the brand, both online (online service, mobile application) and offline (service points).
• Surveys of any process - shopping (reasons for abandonment of the purchase process, leaving the service), payment, search for offers, contact with the BOK, purchase of additional services, account management in online and mobile.
• Research distribution mechanisms tailored to study sensitive areas such as the purchase process, offer and product pages, promotional and marketing campaigns, account management system, etc.
• Omnichannel approach - ROPO effect, revROPO, mutual influence of channels on each other, geolocation, building respondent profile between channels, market and competitive research, influence of offline experience on online.
• Analysis of the impact of emotions and experiences on business metrics - sales, retention, repeat visits. Unique benchmarks for the telecom industry by specific issues and key metrics.
• Free integrations - CRM/ERP, analytical tools (Google Analytics, Adobe Analytics), inter-study analysis, multivariate analysis, path and conversion analysis, responsive dashboards and regular reports.