This article is condensed and originally appeared on the Telecom Reseller Website.
The onset of a new year can bring the potential for new opportunities and new challenges. In 2021, communication service providers (CSPs) and communications resellers have found themselves confronted with both. Their opportunity? A robust, flourishing telecom industry where customer demands for reliable communication services continue to grow as people need to connect virtually. However, due to this intensified demand, the telecom market has become more saturated and competitive. Both CSPs and resellers are faced with the challenge of how to differentiate themselves in a fast-paced and crowded market where customer loyalty is dwindling.
In 2020, more employees needed to work from their home offices, students were attending class virtually and video happy hours replaced in-person happy hours. 2020 represented a monumental technological shift in the way people interacted and socialized with each other, thus driving telecom companies to pivot and ramp up services to keep up with demand.
This shift to a virtual world has put pressure on people to have the right technology services that are reliable, accessible and met their daily needs. As more people depend on technology to engage, customer preferences have also evolved. Customers began prioritizing benefits like immediacy, accessibility and the ability to select personalized services via an à la carte approach. Due to these preferences, CSPs and resellers are now having to work harder than ever at customer retention. In order to stay ahead in 2021, CSPs and resellers will need to focus on strengthening their customer service business model to ensure customers are satisfied while also using timely strategies to attract new audiences. Outlined below are strategies on how both CSPs and resellers can stay ahead of competitors and create better experiences for customers.
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