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
WDS Mobile joins forces with Collab to boost Telco customer experience
WDS Mobile is excited to announce the strategic go-to-market integration with Collab, which creates immediate opportunities that provide a wider product portfolio. Collab is a Contact Center Software company with a strong heritage of innovation. It has been providing award-winning platforms to businesses of all sizes around the world for 15+ years. Its portfolio includes […]
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Why is device information so important to network operators?
With operators and subscribers adopting a digital-first mindset, we are experiencing a fundamental shift in customers’ expectations. To meet this challenge, operators are increasingly looking for ways to ensure a seamless experience for their customers through tailored interactions. To enable this, operators need a deep understanding of the devices adopted by their subscribers. DeviceMine from […]
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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 […]
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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