Why work with WDS?

By combining multi-channel knowledge management, automation and analytics, WDS addresses the three key customer service challenges facing today’s wireless brands.

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Consistency

Today’s customers “hop” between a variety of retail and service channels; from a contact centre to social media. If the processes and knowledge that drive these customer interactions are inconsistent then customer satisfaction will suffer.

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Cost Control

The cost to serve is increasing. On average, brands employ one Customer Service Representative for every 1500-2000 customers and in many markets the cost of supporting a single customer can consume 5% of their monthly ARPU (Average Revenue Per User).

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Customer Satisfaction

Customers don’t like problems, but when they do experience an issue they expect a fast, professional resolution. A customer who is highly satisfied with a support interaction is much more likely to be retained and is also more likely to become a brand advocate.

Key benefits that we offer

Our powerful online tools are bringing tangible benefits to our clients and their customers, increasing customer satisfaction while driving down costs – and keeping them down.

call-deflection

Call Deflection

Giving customers accurate and informative self-service help will cut call centre demand and so cut costs while boosting customer satisfaction.

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Improve AHT

Better information for customer-facing staff means quicker resolutions for customers, so reducing average handling times and increasing cost efficiencies.

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Reduce NFF

Providing fast, accurate and efficient troubleshooting capabilities will help to increase customer delight and so reduce the volume of no fault found device returns.

customer-nps

Increase NPS

Improving your customers’ experience will also boost their overall levels of satisfaction. This, in turn, will pay dividends when it comes to Net Promoter Scores.

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Discover why leading brands trust WDS

We have industry-leading products and services, with a proven track record of delivering excellence for our clients. Why not get in touch and see what WDS can do to empower your business?

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