previous icon Back to blog
May 15, 2023
4 minutes read

How Mobile Messaging Improves Customer Service For Telecoms

Telecoms have long been at the cutting edge of communication technology. And through these technological advancements, industry leaders can also bolster customer support. Enter SMS in telecom industry businesses, an integration that greatly improves the customer experience.

Josh Intagliata
Josh Intagliata,
Product Marketing Manager

I. Payment Notifications

Whether you specialize in high-speed internet or communications equipment, chances are your customers pay regularly for your services.

While you could process payments over the phone or via email, facilitating payments through conversational messaging—such as SMS and chatbots—can pay dividends.

Conversational messaging lets you quickly notify customers when payments are due and let them know their payments have been received.

When it comes to a chatbot in the telecom industry, these virtual assistants can assist customers in the following areas:

  • Bill payments and reminders
  • Payment questions
  • Account information

Using chatbots to handle payments also frees up your workforce to focus on what’s most important—connecting the world through communications technologies.

II. Technical Responses

Let’s face it: no matter how innovative your technologies are, technical issues are bound to happen. While some problems can be resolved faster than you can say “ISP,” others require more time and resources.

SMS text messages can help you respond to technical issues quickly and efficiently. They allow you to provide real-time updates to customers and walk them through the steps needed to fix technical problems.

Chatbots can be even more powerful in this regard. That’s because chatbots can:

  • Provide 24/7/365 technical support
  • Respond promptly to each customer
  • Offer solutions to even the most technical issues

You can increase customer engagement with chatbots by showing customers that you’re there for them whenever technical issues arise.

III. Service Promotions

Given that it can cost several hundreds of dollars to acquire new subscribers, telecom companies can benefit by retaining the customers that they currently have.

One way to keep customers satisfied is by offering promotions. Conversational messaging can help you alert customers to promotions such as:

  • Service upgrades
  • Product bundles
  • Referral incentives

A chatbot can also help you further your cross-selling initiatives. By analyzing a customer’s needs, a chatbot can offer personalized product packages that best fit the customer’s lifestyle. After all, a communications platform needs to understand its audience intuitively. 

IV. Outage Notifications

Although the occasional telecom outage can pose problems for the consumer and business, mobile messaging can help alleviate many significant issues.

That’s because conversational messaging lets you immediately notify customers that an outage is planned for maintenance purposes or that communications will be restored shortly.

For example, suppose you need to run a patch in your 5G network and shut down the network for a few minutes. Instead of sending an email many customers likely won’t open, sending an automated text increases the chances that your customers will know to expect an outage.

V. Automated Service Inquiries

In addition to increasing your company’s ability to respond to technical issues, chatbots can also assist in providing automated service to customers. This can, in turn, reduce operating costs—sometimes by as much as 40 percent.

For instance, suppose a customer has a question about your company’s latest Internet and TV bundle. A chatbot can help answer this question by navigating the customer to the promotion’s landing page.

Furthermore, automated service can help in the following ways:

  • Keeps track of service tickets
  • Promotes collaboration between help desks
  • Provides around-the-clock support
  • Standardizes your company’s response
  • Reduces human error

VI. Productivity Increases

Telecom technicians are known for their ability to solve complex problems and design creative technologies. Focus their talents by having them work on the most critical issues facing modern telecommunications rather than answer routine service calls.

To that end, chatbots can increase technician productivity by taking over tasks such as:

  • Appointment scheduling
  • Document generation
  • Easy troubleshooting
  • Common FAQs

Chatbots free up technicians for more pressing technical and customer service issues by handling these tasks.

What’s more, SMS messaging allows you to provide real-time updates and information to your technicians so that they remain productive regardless of the task.

Manage All Your Mobile Channels In One Place With Conversational AI Cloud

Although telecom companies are known for developing complex technologies that increase global communication, providing outstanding customer service should be anything but complex.

By integrating’s Conversational AI Cloud, you can cut costs and deploy personalized chatbots to meet your customer’s specific needs. In addition, our chatbots even improve customer engagement by continuously strengthening conversational performance.

Talk to an expert today to see how our Conversational AI Cloud can help you set the standard for exceptional customer service.

Was this article interesting?
Share it!
Josh Intagliata
Josh Intagliata,
Product Marketing Manager
logo linkedin icon

A marketing technology expert, passionate about driving business growth through strategic product marketing. With expertise in digital product marketing, and go-to-market strategy, he boasts a track record of success in driving product adoption and revenue growth.

Latest Articles

WhatsApp vs Facebook Messenger
Jan 18, 2024 • Instant Messaging

WhatsApp vs Facebook Messenger: Which Messaging Channel is Best for What?

WhatsApp and Facebook Messenger are both established messaging channels for customer engagement. But what are the differences? Which advantages does each channel have for what business use case? Let's dive into the details

Oct 10, 2023 • SMS

Why SMS Remains As Essential As Ever For Black Friday

One might assume that SMS has lost relevance in an era dominated by popular messaging channels such as WhatsApp and Instagram. However, regarding Black Friday, one of the most anticipated shopping events of the year, SMS remains as essential as ever. While consumers are bombarded with emails, push notifications, and social media advertisements, the humble SMS message, with its 98% open rate, often cuts through the noise and connects businesses with eager shoppers.

Sep 12, 2023 • Instant Messaging

A2P Messaging Fraud and Prevention for Businesses

Safeguarding company data against security threats should be at the top of the priorities list for every modern company. Especially since A2P, or application-to-person messaging fraud, is on the rise. Read about the different types of A2P fraud and the steps you can take to avoid becoming the next victim.

Jun 29, 2023 • WhatsApp

How To Use WhatsApp For Tracking And Order Updates

Even the most easy-going among us can get a bit nervous if we need clarification on what's going on with our order. We've all been there, combing through our emails from the past month, searching for payment confirmation, or fretting about whether our product has accidentally been shipped three-quarters of the way around the world to an unknown location, never to be seen again.

Jun 06, 2023 • WhatsApp

How WhatsApp Business can help with abandoned carts recovery

Picture the scene as a customer: we've made the decision that we're going to buy something and we've added it to the cart, but for whatever reason, we don't follow through with the transaction. Sometimes we forget that we've added items to the cart; other times the phone rings just as we're about to click pay and we forget about it. On other occasions, we see something at the last minute that we don't like the look of that makes us think twice about buying.

Jun 03, 2023 • Messaging

Are you still one-way messaging? There is another way

Customer messaging doesn’t have to be one-way. With two-way messaging, marketing becomes a conversation rather than a broadcast. When you can communicate with customers as equals, you can fully understand what they want from your brand, and that’s about as valuable as data gets.

Apr 03, 2023 • WhatsApp

Increase conversion with promotional messages on WhatsApp

In an age of mass marketing, as well as constant TV, internet, and email advertising, it’s safe to say that sales periods can be something of an overwhelming experience for consumers around the world. Inundated with information from companies, people could be forgiven for wanting to switch off their phones, radios, and televisions and ignore all forms of marketing until the sales period is all over. As an eCommerce owner, you should always be looking to avoid this by diversifying your marketing strategy in a way that suits your customer's needs.

Sep 28, 2022 • Messaging

Why engagement on the right communication platform is key

Today’s consumers expect easy and convenient communication with businesses. That means your business needs to be easy to engage with and reach when your customers need you. Being present on the right communication channels can make or break the customer experience.