Building loyalty for telecoms
Convenience, availability, and excellent service are more important than ever in an evolving telecoms industry. Delivering outstanding digital journeys will define tomorrow’s telecoms giants.
Powering the switch to digital
The days of single service providers are behind us. Consolidation of broadband, TV, telephone, and wireless (or quad-play) is the new normal for the telecoms industry. Plus revenue from traditional service lines continues to decrease, while online streaming players earn the lion’s share of digital revenues.
Glassbox helps telecoms organizations learn about their customers, allowing them to foster stronger relationships, and drive competitive advantage. Use digital behavior analytics to create more effective personalized marketing campaigns. Track customer struggle scores to find UX issues, design more intuitive digital experiences, and keep customers on digital self-service channels.
Optimize the digital experience
Get powerful insights into your customers’ habits and struggles across mobile and web on one platform. Ensure you optimize the digital experience, including self-service options for ordering, billing, onboarding, account management, and customer service.
Watch playbacks of every session—every tap, pinch, swipe, and tilt.
Identify user struggles and get an automated score—out-of-the-box—and understand why they’re happening.
Replicate crashes and understand what caused them and their impact on the bottom line.
Understand which device types and operating systems experience the most issues and why.
Fix bugs fast
Anomaly detection and real-time alerts help identify and resolve issues before they become a major problem.
Operate at speed
Use real-time insights to resolve issues faster and provide a better CX for users.
Insights into the full journey
Glassbox captures 100% of every session and maps them across your website and mobile app. This means there are no gaps in your analytics, no issues that go unnoticed, and no assumptions when it comes to each customer’s preferences.
By tracking all user activity across your digital channels, you can better understand each customer’s personal preferences. Feed this information into marketing systems like Adobe Target to serve up recommended content and personalized offers to keep users engaged and drive upsells.
Automatically index every moment in every journey to identify trends and patterns. Through analytics and careful segmentation you can create highly relevant marketing campaigns that are more likely to engage your target audience.