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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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

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.


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.

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Latest News

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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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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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