{"id":23036,"date":"2022-03-16T15:40:23","date_gmt":"2022-03-16T14:40:23","guid":{"rendered":"https:\/\/pat.eu\/?p=23036"},"modified":"2022-08-02T16:57:05","modified_gmt":"2022-08-02T14:57:05","slug":"digital-customer-care-new-company-customer-relationships-for-telco","status":"publish","type":"post","link":"https:\/\/pat.eu\/en\/2022\/digital-customer-care-new-company-customer-relationships-for-telco\/","title":{"rendered":"Digital Customer Care: new company-customer relationships for Telco"},"content":{"rendered":"
\n\n
\n\t\t\"\"\n\t<\/div>\n\n<\/div><\/div>
\n
\n\t

The concept of Digital Customer Care<\/strong> is introduced to understand a new way of providing Customer Care<\/strong>.<\/p>\n

The Digital Transformation<\/strong> is in fact impacting globally on every business area and also the traditional Customer Care (consisting of strategy, process management and operations) is experiencing a moment of deep change. Customer Care<\/a> evolves from the old conception to effectively transform itself into one of the business processes that influences the Customer Experience<\/strong>, in all its forms and touchpoints.<\/p>\n

In this scenario, where \"native digital<\/strong>\" companies are born and spread, that is organizations designed for total digital use (for example Spotify, Uber), Digital Customer Care plays an extremely important role for the management of the Customer Journey<\/strong>, therefore of its experience, interactions that took place, feedback shared and relationship developed.<\/p>\n

We have talked about the proactive<\/strong> and multi-channel management<\/strong> of EOLO Customer Service<\/strong> in our webinar!<\/p>\n

\"\"<\/a><\/p>\n

Benefits of Digital Customer Care<\/h2>\n

Digital Transformation is a process of redefinition of the company organization<\/strong> that allows to automate processes and activities by reducing errors<\/strong> related to manual activities, to integrate resources <\/strong>and tasks<\/strong> more, improve efficiency<\/strong> and operations<\/strong> and optimize costs<\/strong> thanks to greater control of the same.<\/p>\n

In fact, as reported in the article<\/a> relating to investments in digitization in Italy, over 50% of company expenses in technologies will be allocated to the transformation of operating models<\/strong>, with the aim of creating new digital systems<\/strong> in which products, services, assets and resources are increasingly interconnected with each other.<\/p>\n

The applicability of Digital Transformation to Customer Care is an essential step in transforming Customer Service<\/strong> from a cost factor to a real strategic investment<\/strong>. A fundamental step is to aim for omnichannel<\/strong>: customers, in fact, use up to six different channels<\/strong> to make requests for assistance.<\/p>\n

Companies that invest in Digital Customer Care as a strategic choice, expect, in fact, that it will lead to a reduction in costs and an improvement in the service.<\/p>\n

The benefits of Digital Customer Care can be identified in these 4 steps:<\/p>\n

1. Faster Service<\/strong>: Companies using Digital Customer Care systems recognized that complaints and inquiries were managed about 5 times faster.<\/p>\n

2. Greater satisfaction<\/strong>: digital paths increase customer satisfaction, because the user who starts an interaction with the company in digital mode shows satisfaction rates higher, on average, by 20%.<\/p>\n

3. Lower costs<\/strong>: digital solutions, even if alongside traditional channels, have lower adoption and management costs.<\/p>\n

4. Greater differentiation<\/strong>: offering a digital channel for customer service will allow them to browse faster and more intuitively, with greater interactivity.<\/p>\n

Digital Customer Care creates value<\/h2>\n

The digital ecosystem makes the customer more than ever an active and aware protagonist<\/strong> of their experience. For this reason, Digital Customer Care is an important element of your experience path in which the impact (positive and\/or negative) of the interaction is estimated.<\/p>\n

Modern customers live an \"Experience Journey<\/strong>\", an experiential journey in which all the interactions they have with the company, from the first visit to the site to the after-sales service, must be translated into a personalized<\/strong>, proactive<\/strong> and satisfying moment<\/strong>.<\/p>\n

This must apply, above all, when the customer needs information or assistance. In a delicate moment, such as that of the request for support, the company must establish a conversation with the customer, through its Customer Care, which, through new digital technologies<\/strong>, is transformed into a real-time<\/strong>, proactive<\/strong> and multi-channel interaction<\/strong>.<\/p>\n

For this reason, Customer Care must adapt quickly to the new habits of increasingly digital customers. Propose assistance<\/strong> through a digital path<\/strong> creates a value perceived by the customer himself, which will extend it as his affection for the brand. This means not only improving the Customer Experience, but also translating this positive experience<\/strong> into a higher Customer Lifetime Value<\/strong>, in a more solid and lasting relationship.<\/p>\n

How Digital Customer Care improves the company-customer relationship in the Telco industry<\/h3>\n

This digital evolution is driving every company, in particular Telco<\/strong> industry, to question what the most appropriate response should be to the ever-changing needs<\/strong> of customers.<\/p>\n

The telecommunications industry<\/strong> has always been a particularly complex<\/strong> market, especially in our country. To adapt to the fast technological changes described, even the Telco are adopting the path of Digital Transformation to better respond to the basic needs of their customers: simplicity<\/strong>, speed<\/strong> and fruition<\/strong>.<\/p>\n

What does it mean to manage a customer's requests and expectations in a digital ecosystem, in the Telco sector? It means accompanying him in a relational experience with the company<\/strong>, where he expects to be known<\/strong> and recognized<\/strong>, served<\/strong> and valued<\/strong>, managed efficiently <\/strong>and quickly<\/strong>, helped in solving any problem with simplicity, at any time and through the favorite contact channel<\/strong>.<\/p>\n

To provide an optimal service for Telco, it is necessary to be supported by advanced systems for centralized management<\/strong> of requests and services.<\/p>\n

EOLO<\/strong> SpA, national telecommunications operator, leader in the ultra-broadband field for the residential and business market, has for years activated a process of optimization of its Customer Service<\/strong>, with a view to \u201ccontinual service improvement<\/strong>\u201d.<\/p>\n

We have talked about it in a dedicated webinar here<\/a><\/strong>.<\/p>\n<\/div>\n<\/div><\/div><\/div><\/div><\/div>","protected":false},"excerpt":{"rendered":"

The concept of Digital Customer Care is introduced to understand a new way of providing Customer Care. The Digital Transformation is in fact impacting globally on every business area and also the traditional Customer Care (consisting of strategy, process management and operations) is experiencing a moment of deep change. Customer Care evolves from the old […]<\/p>\n","protected":false},"author":798165,"featured_media":21156,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":[],"categories":[130],"tags":[446,448],"yoast_head":"\nDigital Customer Care: new company-customer relationships for Telco - Pat<\/title>\n<meta name=\"description\" content=\"Digital Customer Care: a real-time, proactive and multi-channel interaction through new digital technologies.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/pat.eu\/en\/2022\/digital-customer-care-new-company-customer-relationships-for-telco\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Digital Customer Care: new company-customer relationships for Telco\" \/>\n<meta property=\"og:description\" content=\"Digital Customer Care: a real-time, proactive and multi-channel interaction through new digital technologies.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/pat.eu\/en\/2022\/digital-customer-care-new-company-customer-relationships-for-telco\/\" \/>\n<meta property=\"og:site_name\" content=\"Pat\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/patsrl\/\" \/>\n<meta property=\"article:published_time\" content=\"2022-03-16T14:40:23+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2022-08-02T14:57:05+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/pat.eu\/wp-content\/uploads\/2022\/03\/Digital-Customer-Care.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"640\" \/>\n\t<meta property=\"og:image:height\" content=\"360\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Stefania Bosa\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:title\" content=\"Digital Customer Care: new company-customer relationships for Telco\" \/>\n<meta name=\"twitter:description\" content=\"Digital Customer Care: a real-time, proactive and multi-channel interaction through new digital technologies.\" \/>\n<meta name=\"twitter:image\" content=\"https:\/\/pat.eu\/wp-content\/uploads\/2022\/03\/Digital-Customer-Care.jpg\" \/>\n<meta name=\"twitter:creator\" content=\"@patgroup\" \/>\n<meta name=\"twitter:site\" content=\"@patgroup\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Stefania Bosa\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"4 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/pat.eu\/en\/2022\/digital-customer-care-new-company-customer-relationships-for-telco\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/pat.eu\/en\/2022\/digital-customer-care-new-company-customer-relationships-for-telco\/\"},\"author\":{\"name\":\"Stefania Bosa\",\"@id\":\"https:\/\/pat.eu\/en\/#\/schema\/person\/b0a6da693a086aee4f5284507b023e13\"},\"headline\":\"Digital Customer Care: new company-customer relationships for Telco\",\"datePublished\":\"2022-03-16T14:40:23+00:00\",\"dateModified\":\"2022-08-02T14:57:05+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/pat.eu\/en\/2022\/digital-customer-care-new-company-customer-relationships-for-telco\/\"},\"wordCount\":850,\"publisher\":{\"@id\":\"https:\/\/pat.eu\/en\/#organization\"},\"keywords\":[\"Customer Experience\",\"Customer Service\"],\"articleSection\":[\"Blog\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/pat.eu\/en\/2022\/digital-customer-care-new-company-customer-relationships-for-telco\/\",\"url\":\"https:\/\/pat.eu\/en\/2022\/digital-customer-care-new-company-customer-relationships-for-telco\/\",\"name\":\"Digital Customer Care: new company-customer relationships for Telco - Pat\",\"isPartOf\":{\"@id\":\"https:\/\/pat.eu\/en\/#website\"},\"datePublished\":\"2022-03-16T14:40:23+00:00\",\"dateModified\":\"2022-08-02T14:57:05+00:00\",\"description\":\"Digital Customer Care: a real-time, proactive and multi-channel interaction through new digital technologies.\",\"breadcrumb\":{\"@id\":\"https:\/\/pat.eu\/en\/2022\/digital-customer-care-new-company-customer-relationships-for-telco\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/pat.eu\/en\/2022\/digital-customer-care-new-company-customer-relationships-for-telco\/\"]}]},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/pat.eu\/en\/2022\/digital-customer-care-new-company-customer-relationships-for-telco\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/pat.eu\/en\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Digital Customer Care: new company-customer relationships for Telco\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/pat.eu\/en\/#website\",\"url\":\"https:\/\/pat.eu\/en\/\",\"name\":\"Pat\",\"description\":\"Infinite Solutions\",\"publisher\":{\"@id\":\"https:\/\/pat.eu\/en\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/pat.eu\/en\/?s={search_term_string}\"},\"query-input\":\"required name=search_term_string\"}],\"inLanguage\":\"en-US\"},{\"@type\":\"Organization\",\"@id\":\"https:\/\/pat.eu\/en\/#organization\",\"name\":\"Pat Infinite Solutions\",\"url\":\"https:\/\/pat.eu\/en\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/pat.eu\/en\/#\/schema\/logo\/image\/\",\"url\":\"https:\/\/pat.eu\/wp-content\/uploads\/2022\/06\/PATZ_b-web-01-1.png\",\"contentUrl\":\"https:\/\/pat.eu\/wp-content\/uploads\/2022\/06\/PATZ_b-web-01-1.png\",\"width\":181,\"height\":181,\"caption\":\"Pat Infinite Solutions\"},\"image\":{\"@id\":\"https:\/\/pat.eu\/en\/#\/schema\/logo\/image\/\"},\"sameAs\":[\"https:\/\/www.facebook.com\/patsrl\/\",\"https:\/\/twitter.com\/patgroup\",\"https:\/\/www.linkedin.com\/company\/pat-group\",\"https:\/\/www.youtube.com\/user\/patgroup\"]},{\"@type\":\"Person\",\"@id\":\"https:\/\/pat.eu\/en\/#\/schema\/person\/b0a6da693a086aee4f5284507b023e13\",\"name\":\"Stefania Bosa\"}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"Digital Customer Care: new company-customer relationships for Telco - Pat","description":"Digital Customer Care: a real-time, proactive and multi-channel interaction through new digital technologies.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/pat.eu\/en\/2022\/digital-customer-care-new-company-customer-relationships-for-telco\/","og_locale":"en_US","og_type":"article","og_title":"Digital Customer Care: new company-customer relationships for Telco","og_description":"Digital Customer Care: a real-time, proactive and multi-channel interaction through new digital technologies.","og_url":"https:\/\/pat.eu\/en\/2022\/digital-customer-care-new-company-customer-relationships-for-telco\/","og_site_name":"Pat","article_publisher":"https:\/\/www.facebook.com\/patsrl\/","article_published_time":"2022-03-16T14:40:23+00:00","article_modified_time":"2022-08-02T14:57:05+00:00","og_image":[{"width":640,"height":360,"url":"https:\/\/pat.eu\/wp-content\/uploads\/2022\/03\/Digital-Customer-Care.jpg","type":"image\/jpeg"}],"author":"Stefania Bosa","twitter_card":"summary_large_image","twitter_title":"Digital Customer Care: new company-customer relationships for Telco","twitter_description":"Digital Customer Care: a real-time, proactive and multi-channel interaction through new digital technologies.","twitter_image":"https:\/\/pat.eu\/wp-content\/uploads\/2022\/03\/Digital-Customer-Care.jpg","twitter_creator":"@patgroup","twitter_site":"@patgroup","twitter_misc":{"Written by":"Stefania Bosa","Est. reading time":"4 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/pat.eu\/en\/2022\/digital-customer-care-new-company-customer-relationships-for-telco\/#article","isPartOf":{"@id":"https:\/\/pat.eu\/en\/2022\/digital-customer-care-new-company-customer-relationships-for-telco\/"},"author":{"name":"Stefania Bosa","@id":"https:\/\/pat.eu\/en\/#\/schema\/person\/b0a6da693a086aee4f5284507b023e13"},"headline":"Digital Customer Care: new company-customer relationships for Telco","datePublished":"2022-03-16T14:40:23+00:00","dateModified":"2022-08-02T14:57:05+00:00","mainEntityOfPage":{"@id":"https:\/\/pat.eu\/en\/2022\/digital-customer-care-new-company-customer-relationships-for-telco\/"},"wordCount":850,"publisher":{"@id":"https:\/\/pat.eu\/en\/#organization"},"keywords":["Customer Experience","Customer Service"],"articleSection":["Blog"],"inLanguage":"en-US"},{"@type":"WebPage","@id":"https:\/\/pat.eu\/en\/2022\/digital-customer-care-new-company-customer-relationships-for-telco\/","url":"https:\/\/pat.eu\/en\/2022\/digital-customer-care-new-company-customer-relationships-for-telco\/","name":"Digital Customer Care: new company-customer relationships for Telco - Pat","isPartOf":{"@id":"https:\/\/pat.eu\/en\/#website"},"datePublished":"2022-03-16T14:40:23+00:00","dateModified":"2022-08-02T14:57:05+00:00","description":"Digital Customer Care: a real-time, proactive and multi-channel interaction through new digital technologies.","breadcrumb":{"@id":"https:\/\/pat.eu\/en\/2022\/digital-customer-care-new-company-customer-relationships-for-telco\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/pat.eu\/en\/2022\/digital-customer-care-new-company-customer-relationships-for-telco\/"]}]},{"@type":"BreadcrumbList","@id":"https:\/\/pat.eu\/en\/2022\/digital-customer-care-new-company-customer-relationships-for-telco\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/pat.eu\/en\/"},{"@type":"ListItem","position":2,"name":"Digital Customer Care: new company-customer relationships for Telco"}]},{"@type":"WebSite","@id":"https:\/\/pat.eu\/en\/#website","url":"https:\/\/pat.eu\/en\/","name":"Pat","description":"Infinite Solutions","publisher":{"@id":"https:\/\/pat.eu\/en\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/pat.eu\/en\/?s={search_term_string}"},"query-input":"required name=search_term_string"}],"inLanguage":"en-US"},{"@type":"Organization","@id":"https:\/\/pat.eu\/en\/#organization","name":"Pat Infinite Solutions","url":"https:\/\/pat.eu\/en\/","logo":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/pat.eu\/en\/#\/schema\/logo\/image\/","url":"https:\/\/pat.eu\/wp-content\/uploads\/2022\/06\/PATZ_b-web-01-1.png","contentUrl":"https:\/\/pat.eu\/wp-content\/uploads\/2022\/06\/PATZ_b-web-01-1.png","width":181,"height":181,"caption":"Pat Infinite Solutions"},"image":{"@id":"https:\/\/pat.eu\/en\/#\/schema\/logo\/image\/"},"sameAs":["https:\/\/www.facebook.com\/patsrl\/","https:\/\/twitter.com\/patgroup","https:\/\/www.linkedin.com\/company\/pat-group","https:\/\/www.youtube.com\/user\/patgroup"]},{"@type":"Person","@id":"https:\/\/pat.eu\/en\/#\/schema\/person\/b0a6da693a086aee4f5284507b023e13","name":"Stefania Bosa"}]}},"_links":{"self":[{"href":"https:\/\/pat.eu\/en\/wp-json\/wp\/v2\/posts\/23036"}],"collection":[{"href":"https:\/\/pat.eu\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/pat.eu\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/pat.eu\/en\/wp-json\/wp\/v2\/users\/798165"}],"replies":[{"embeddable":true,"href":"https:\/\/pat.eu\/en\/wp-json\/wp\/v2\/comments?post=23036"}],"version-history":[{"count":0,"href":"https:\/\/pat.eu\/en\/wp-json\/wp\/v2\/posts\/23036\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/pat.eu\/en\/wp-json\/wp\/v2\/media\/21156"}],"wp:attachment":[{"href":"https:\/\/pat.eu\/en\/wp-json\/wp\/v2\/media?parent=23036"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/pat.eu\/en\/wp-json\/wp\/v2\/categories?post=23036"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/pat.eu\/en\/wp-json\/wp\/v2\/tags?post=23036"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}