Telenor Serbia has partnered with Brand Embassy to launch live chat to enhance its customer service experience. The operator has partnered with Brand Embassy, provider of the omnichannel customer excellence platform for its digital customer experience strategy and live chat integration.
Telenor said that its 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 the 20th of January this year, customers increasingly expect to co-create the service experience, putting demand on companies to deliver superior digital customer experiences and to be aligned with customers’ changing behavior, the report states.
Since launching social media for customer service only two years ago, Telenor Serbia said that it has increased its 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.
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.
Vit Horky, co-founder and CEO of Brand Embassy
Our enterprise clients are quickly transitioning from a channel-specific approach to omnichannel customer service. 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.
