The importance of customer service in the telecommunication industry to increase engagement

Do you really know the importance of customer service in the telecommunication industry? Let’s talk about it in this article.

Social networks are a fundamental component of any effective digital marketing strategy, especially for companies in the TLC sector, because they focus on three key aspects: customer retention, company reputation and brand identity, all factors of competitive advantage.

Telecommunications is a particularly competitive sector.  On the one hand, digital innovation is continuous, and this requires telecommunication companies to constantly work to improve the technologies made available to users. On the other hand, customer expectations are constantly rising, setting ever higher standards for quality that challenge some companies to be able to proactively address those changes.

New competition from OTT (over the top) services that offer digital content and services directly through the internet with new jobs with computer science degree models have placed many traditional telcos in crisis when it comes to acquiring new users. So how can companies embrace the challenges to restart the sector