When a customer needs help, telecom companies have a variety of response options. Taking advantage of new, innovative technologies and customer service strategies has the potential to revolutionize how these large enterprises handle customer sales, customer retention, speed to solve complaints and inquiries.
High Support Costs – Due to complex account details and billing practices
Support in the Digital Era –Today’s telecom customers expect immediate and personalized service whether it’s on-the-go using apps, or connected via PC
Lack of Self-Service features – Most users want to solve problems by themselves
Toonimo explains Telus' online bill with a real human voice and interactive visual cues. While explaining the bill itself, thus reducing the support cost.
Toonimo is guiding the users in receiving government benefits when it comes to subsidized cell phones. Making sure the experience is quick and easy to complete.
Toonimo guides the users within a certain area in the funnel to make sure they are able to sign up correctly. While explaining the page itself, thus increasing the conversions rate and customer loyalty.
International Plan Setup
Toonimo significantly lowers the number of incoming support requests by simplifying the user ‘Touch Point.’ This point can be the login, the registration page, or any other point drawing confusion with the user. Toonimo also provides detailed real time explanations and interactive guidance for the user to navigate through complex funnels and other complicated stages. It does this by offering a real human voice walkthroughs with personalized messaging. For example: Bills and statements are explained with a combination of both real human voice guidance and graphical coach marks.
Toonimo offers full-service implementation of the software by providing with the option for ‘on premise’ installation. Full professional services are also provided as needed.
Toonimo allows for personalized messages to be delivered for logged-in users or for new users. This bridges the gap between the support function and the user by making it a more personal experience, thereby driving up brand loyalty.
Toonimo operates an innovative platform that offers clients unfettered access to an analytics dashboard. There you will be able to see precisely how Toonimo is reducing your incoming calls and queries, and how your customers are solving their own problems on site. Within the analytics page you are able to track conversion rates, number of conversions, bounce rate, time on page, click through rate and see how many people finished the walkthrough.