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Over the last decade, customer service excellence has emerged as a core strategy for telecommunications operators with the aim of satisfying subscribers and keeping them loyal. Over time, various customer service channels have surfaced, with call centers being highly preferred due to the personal touch and instant response, however, this option weighs heavily on OPEX and resources.
This paper examines an alternative and more cost-effective approach, through the means of personal digital assistants. This method encourages self-care amongst subscribers and reduces reliance on call centers. It brings about a whole new era in error diagnosis and problem resolution, hence the term Help Desk 2.0. Find out more about how Help Desk 2.0 works and benefits operators, particularly in the area of cost savings and churn reduction.