Personalised price rise journeys

Annual price rises are required across multiple industries to pay for the increasing cost to provide services or products.  The cost to maintain and power full fibre broadband infrastructure is no different but Telecoms customers typically experience significant operational and customer journey friction during these annual events. 

This friction has been seen to lead to:

• High support costs – a heavy reliance on operational resource
• Operational strain – spikes in call volume lead to higher abandonment rates
• Customer attrition – customers chose to leave 

Personalised digital journeys put the customer back in control and enable Telecoms companies to present personalised offers and communicate with customers in a way that they prefer to interact and without a dependency on people resource.

The benefits of personalised digital journeys are significant.  Our experience is that they can remove operational friction that in turn reduces call abandonment rates by over 70%, and by providing customers with pricing options tailored to their usage delivers a higher re-contract rate with over 50% also choosing to upgrade and pay more.