Telenor Serbia, part of the leading telco operator Telenor Group, partners with Brand Embassy to launch live chat and compete on customer experience. Telenor’s move to further connect digital customer service channels is driven by a change in customer behavior and demand for customers to co…
Telenor Serbia, part of the leading telco operator Telenor Group, partners with Brand Embassy to launch live chat and compete on customer experience. Telenor’s move to further connect digital customer service channels is driven by a change in customer behavior and demand for customers to co-create the service experience.
According to a telco trends report released by the Telenor Group on 20 January, 2016 customers increasingly expect to co-create the service experience, putting demand on companies to deliver superior digital customer experiences, and be aligned with customers’ changing behavior, the report states. Telenor identifies this trend, alongside a growing shared economy, as a significant factor in the competitive digital environment.
“It’s not enough anymore to just be providers of telco services,” says Veljko Petrovic, Business Contact Center & Digital Support Manager at Telenor Serbia. “You must do much more to get customers as fans. For Telenor, that means going digital and being where our customers are every single day.”
Brand Embassy, the omnichannel customer excellence platform, is the technology and long-time partner behind Telenor Serbia’s digital customer experience strategy and live chat integration.
“Our enterprise clients are quickly transitioning from a channel-specific approach to omnichannel customer service,” says Vit Horky, co-founder and CEO of Brand Embassy. “As OTT operators like Whatsapp and Skype increasingly encroach on the telco space, customer experience is a key differentiating factor and something innovative companies like Telenor are taking as a priority.”
Telenor Serbia have had a short, but highly successful entrance into the digital customer service space with Brand Embassy as a strategic technology partner. Since launching social media for customer service only two years ago, Telenor Serbia has increased share of voice on social media from 0.5% to 22% within contact centers in the region and has been named a leader in social customer care by multiple sources.
“Customers just don’t email us as much anymore,” continues Veliko. “When a tweet is answered in 15 minutes, the reason is clear.”
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