Don’t Just Inform— Engage Customers With Every Update
Key Takeaways for CSPs
of consumers spend more money when personalization reflects an understanding of them and anticipates their needs (Deloitte)
AI in the Telecom
Customer Experience
At the core of a successful CX strategy is making customers feel known, heard and understood.
1
CSPs must follow the customer's lead. To secure loyalty, prioritize solutions that improve your customers' experiences in the moments that matter.
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Why Traditional Appointment and Service Communications Fall Short
Imprecision: Consumers are more likely to ignore updates that aren’t personalized or well-timed.
Lack of Coordination: Brands unknowingly send messages—such as upsell offers—that customers don’t want during service journeys.
Inconsistent Updates: Conflicting communications (or a lack thereof) frustrate and confuse customers about what’s happening with their service
Effective communication about appointments and service status is essential. Without it, customers become frustrated, miss appointments, and are more likely to leave.
Customers won’t stick around when service or appointment management feels like a chore.
of consumers who have churned did so because of poor customer service
80%
84%
of consumers say it’s very or extremely important that brands provide consistent, positive interactions across touchpoints (Deloitte)
Personalized
Updates Help Retain Customers When They’re...
of customers indicated that if a delivery is delayed and they're not notified, they're much less likely to do any repeat business (Gartner)
Proactive
Reduction in medical appointment no-shows through proactive reminders
8.5%
Increase in the ability to offer and fulfill first-available appointments for new services
42%
Proven
Results
Send updates that drive customer action, not just awareness.
CSG Xponent integrates your systems and departments, giving you a comprehensive view of each customer. This enables you to send proactive, personalized communications that meet individual needs.
Nudge customers to schedule appointments via digital channels or route them to the right agent if they choose to call.
Flexible Scheduling Options
Send personalized reminders through the best channel to reach each customer, helping to ensure they don’t miss their appointments.
Proactive Reminders
Keep customers instantly informed of sudden changes, like delays from healthcare providers or service technicians.
Real-Time Status Updates
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Learn more about Xponent
Take Action Today
Make it easier for your customers to schedule, track and keep their appointments.