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.
Latest News
How to supercharge your Customer Experience using the Collab & WDS ecosystem
Recently we announced the strategic partnership between Collab & WDS. The webinar was held on June 21st and we presented our new combined ecosystem and how it supercharges the customer experience, using the telco industry as an example. Webinar: How to supercharge your Customer Experience using the Collab & WDS ecosystem. Webinar Date: June 21st […]
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Customer Journey map: why you should have one
Customer journey mapping illustrates all your customers’ experiences when engaging with your business, bringing you some significant benefits! Effective maps are based on data-driven research and must visually represent customers’ different stages, considering several elements, including customers’ emotions, goals, and touchpoints. Are you aware of your customers’ journeys? What is a customer journey? The customer […]
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Engagement: The “holy grail” of Customer Loyalty
Customer loyalty is no longer solely based on the company’s products and services. It now relies on a genuine connection with users, trust, and satisfaction. Today’s consumers have high standards for both businesses and how interactions are conducted. Customer engagement and customer loyalty Customer loyalty is now more strongly affected by the experience you give […]
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Intelligent Knowledge Base, the next frontier in Customer Service
A positive customer experience is all about keeping customers happy. Creating an intelligent knowledge base will allow you to answer a lot of questions before customers even ask or give them the chance of solving their issues without reaching for help. Easy access to useful resources to find quick answers is today more valued than […]
Read 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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