Reducing high-volume, low-value calls with proactive customer communications can also play a crucial role in retaining customers. For example, when promotional pricing ends, customers can experience “bill shock,” resulting in a spike in inquiries, complaints, and churn. GOCare’s solution enables service providers to send proactive notifications to customers, informing them about the upcoming rate changes and the details that will be reflected on their next invoice. By proactively addressing these concerns, call volumes can be significantly reduced, improving overall customer satisfaction, and reducing customer churn due to unexpected rate increases. In one case, we saw this churn drop by more than 60 percent—a direct result of precise and proactive customer communication. 

Reducing missed customer appointments

Missed customer appointments are costly for competitive carriers considering the expenses involved, such as hourly wages for technicians and the resources required for truck rolls. On average, seven percent of customers need truck rolls, and as many as 10 percent miss their scheduled appointment. This means competitive carriers lose over $1M per million customers due to missed appointments. We’ve been able to significantly reduce this by leveraging two-way SMS communications with intelligent automation. It allows carriers to remind customers of upcoming appointments, and enables customers to reschedule appointments automatically, minimizing missed appointments and the associated losses. With two-way SMS, we’ve seen our customers cut their missed customer appointments by 75 percent—saving them nearly $800,000 per million customers each year. That’s a significant benefit to the bottom line.

Unifying Customer Communications

Customers’ preference for digital channels (webchat, SMS, social media, and email) is growing dramatically. When these channels work together seamlessly, like in a GOCare environment, customers embrace them. Clients have seen adoption of these channels grow from under 10% of customer contacts to around 50%. Handling-time is significantly lower on digital channels than calling—further enhancing efficiencies. Customers are happier being met over the channel of their choosing, record-keeping is improved, and agents are happier.

Streamlining customer payments

Another area where we provide added value through our unified experience platform is by enabling secure and convenient payment options. With GOCare’s pay-by-text solution, customers can easily make payments by texting a specific keyword. This eliminates the need for CSRs to handle credit card information directly and allows customers to make payments at their convenience without rushing to a physical location or engaging in lengthy phone interactions. This streamlined payment process has shown remarkable results, with customers paying their bills much faster than before. In one scenario we saw the time for payment decrease from over 30 days to as little as nine days. This was a direct result of combining precise and clear customer communication with the power of a unified platform for automated and omnichannel customer payments.

Shrinking high-volume, low-value calls; reducing missed customer appointments; and shortening time to revenue with automated omnichannel payment options are just a few examples of the benefits a unified platform can provide competitive carriers.

Unlocking TX for competitive carriers

Providing exceptional digital customer experiences is imperative for competitive carriers to enhance brand equity, remain competitive, and stay relevant. By leveraging a unified communications platform, CSPs can reduce unnecessary call volumes, streamline operations, and establish stronger relationships with both their customers and employees. However, historically sophisticated CX functionality was reserved for only those that could afford it.

Our deep carrier experience and success-based pricing model ensures that competitive carriers of any size have access to best-in-class CX functionality. We’ve done this to ensure carriers of all sizes can create an exceptional TX for their customers and employees. By leveraging existing investments and integrating their existing systems into a unified experience platform, carriers can scale faster, accelerate CX initiatives, do more with their existing resources, and effectively compete with larger incumbents by outmaneuvering them on an increasingly competitive landscape.