Tools Telcos and CSPS Must Use if They Want to Make Online Self-Service Effortless


* This article is part of a White Paper called “What Telecom Customers Expect from Your Website and how to Exceed Their Expectations.”

Here are 5 tools you should be using (or carefully consider if you don’t) that will make your Online Customer Experience effortless and thereby successful.

1. Twitter

A Coleman Parkes survey made for Amdocs in 2012 said that telecomm firms do not use social media enough or correctly.

54% of cell phone users sent complaints or questions to their service provide but 74% said they “did not receive satisfactory answers.” (Amdocs did not indicate what portion of sites received no answer.)

It does no good to put old bad practices on a new platform. Twitter is probably the best tool for customer support because so many people use it and understand it.

Customers like it because of its rapid fire nature. But that could be a problem if you don’t staff your site adequately to respond quickly to customer questions and complaints.

PC World says that 32% of people expect a response within 30 minutes and 42% within 1 hour. So they recommend that you respond to the initial Tweet with someone like “I am looking that up now”while you work their problem.

You can write to people directly with Twitter or respond to their Tweet, which other people would see as well. Since Tweets are limited to 140 characters your response would often be just a link to where the user should go on the website for the answer. Or it might be communications with the customer as to the status of something that you are doing for them, like adjusting their bill.

2. WalkMe

WalkMe’s guidance and engagement platform helps increase self-service adoption, lower customer service costs, increase revenue by driving users to high-value offerings and reduce churn.

WalkMe can also be used to more effectively train employees and boost overall employee productivity.

3. Hootsuite

But how does a giant phone company let more than one person respond to tweets on a corporate Twitter account?

How can you pop tweets off the queue and assign them in workflow fashion so that the same person is not working on the same tweet at the same time? This is what Hootsuite does. Plus you can use it with Facebook too.

4. Foresee

Use a customer analytics tool like Foresee to solicit customer feedback and model how customers are using your the site.

They build up valuable customer profiles and let you know which parts of your site are working from the customer’s point of view and which are not.

5. Zendesk

Instead of writing your own support portal, you can partner with a cloud vendor or install a third-party support portal like Zendesk. Or you can use an older, enterprise CRM system like SAP or

Those latter tools include the full customer sales cycle, so that might not be a good fit when just want to provide the support function with that.

This article is part of a White Paper called “What Telecom Customers Expect from Your Website and how to Exceed Their Expectations.”

Claim your free copy by filling the form below


The White Paper covers a range of topics including:

Chapter 1: Seven Online Obstacles that Derail Your Customer Success Efforts.

Chapter 2: 10 Tips to Exceed Your Telecom Customers Online Experiences.

Chapter 3: Tools You Must Know About that Will Make Online Self-Service Effortless.


Mark Silver is the Lead Author and Editor of SuccessFULL. SuccessFULL was created in order to be a spurce of news on the fascinating developing world of customer success. On SuccessFull, Mark shares his thoughts on customer success issues, with the hopes to foster a discussion and interaction with anyone interested. The goal of the blog is not to one-directionally publish information, but to create a full engagement between many voices, so that we can all learn from each other.