At WDS we help our clients to build more effective customer service strategies; Protect profitability and preserve loyalty by helping customers to buy, use and maintain their connected products and services.
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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.
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.
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).
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
Giving customers accurate and informative self-service help will cut call centre demand and so cut costs while boosting customer satisfaction.
Improve AHT
Better information for customer-facing staff means quicker resolutions for customers, so reducing average handling times and increasing cost efficiencies.
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.
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.
Self-service support
Providing reliable, consistent online care across multiple channels will help your customers to find answers to their questions quickly and easily. As well as ensuring customer delight, reliable self-service support will also help to drive down other support costs.
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Retail support
Our powerful tools provide support for in-store device sales and walk-in device triage, ensuring that every member of your team has the answers at their fingertips, so your customers are never left waiting.
Find out moreAgent support
When it comes to call-centre support, it’s all about time. Our cloud-based tools are designed to surface the knowledge that customer care agents require to deliver great support, first time and every time.
Find out moreDiscover 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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Telkom: How Telcos have adapted to the pandemic and the role of WDS in supporting the customer journey
An interview with Gavin Eagles, Service Operations Executive, Telkom Telkom SA serve a large range of business and residential customers, and have all the key components of true convergence, enabling them to offer integrated voice, data, fixed, mobile, IT and data centre solutions. The partnership between Telkom and WDS has been in place for over […]
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Why You Should Be Using DeviceMine
To create the best experience for all users interacting with your business, it’s important to identify which devices are being used and how best to interact with them. Effective device detection and identification is the first step towards meeting this challenge. Introducing DeviceMine DeviceMine helps you identify and understand the devices connected to your network, […]
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