We are very pleased to announce that WDS and MTN have won the Best Customer Experience Award from Total Telecom Africa. The WDS team worked very closely with MTN to help them fulfill their corporate mission “to make the lives of their customers a whole lot brighter”.
A study by WDS, A Xerox Company, calculated that a customer base starts to display a willingness to repurchase and remain loyal to a telecom provider when its NPS reaches +26. This is the first time that an industry-wide target has been established for the NPS, which is now a standard performance measure throughout the telecommunications industry.
FreeRoam gives customers the ability to explore devices through photo-realistic virtual simulations, delivering an immersive experience that lets them explore every aspect of a device, from the usability of its operating system to the position of the headphone socket. .
The new WDS Virtual Agent manages customer care interactions by analyzing data and learning from its human colleagues. Silently listening, it detects how human agents diagnose customer problems and offer solutions. In doing this it quickly develops the intelligence it needs to understand and solve customer queries itself, without having to be programmed.
Managed online self-care solution helps mobile operator brands & MVNOs keep pace with new device launches and reduce their number of customer support calls.
Apple boasts 76% brand retention and Samsung attracts 34% of all consumers switching device brands. New data from WDS, A Xerox Company, finds that breaking the smartphone duopoly won’t be easy.
WDS, A Xerox Company, today announced it has been shortlisted for its collaboration with MTN South Africa (the ‘Smartphone Tool’) in the CEM category of the inaugural 2014 Telecoms.com Industry Awards. The CEM (Customer Experience Management) award recognizes achievements from service providers, and relevant suppliers, in improvements made to customer relationship management. Judges looked at … Continued
A third of all calls taken by customer care agents come from customers who failed to find a resolution online, according to research from WDS, A Xerox Company. 5th December 2013, Poole, UK: A third of customers who call their mobile operator for support do so only because they failed to solve their problem online … Continued