Switch color mode
Home Blog 5 Tips to Boost Customer Experience in Telecommunications
Telecommunications companies face fierce competition, and customer service is the battleground. In fact, one recent industry survey found 53% of subscribers have switched providers because of poor customer service (Infobip).
January 16, 2026
Today’s customers demand fast, effortless support on every channel but customers who are blind or have low-vision often face additional barriers.
Failing to serve this large market is not only unfair, it is increasingly illegal due to regulation, and it hurts your telco’s bottom line.
To improve satisfaction and retention for everyone, telcos should improve customer experience management by building in accessibility from the start.
In this blog, we explore 5 tips to boost customer experience with a focus on accessibility management, including removing friction, adding visual tools, leveraging AI, and making accessibility a core part of your CX.
Research shows that almost two-thirds of people won’t wait more than 2 minutes on hold (ICMI).
Complicated phone menus, long hold times and transfers, and hidden chat options all combine to frustrate customers, especially those who are blind or have low-vision, as it can sometimes be impossible to get the right support.
Here are some tips to reduce friction:
Simplify navigation and wait times: Streamline IVR (Interactive Voice Response) menus and train agents to resolve issues end-to-end. For example, allow a direct transfer to a knowledgeable agent instead of bouncing callers through layers.
Offer one-click, accessible support: Embed help buttons or live-chat icons in your website and app that are compatible with screen readers and voice control. Blind users should be able to request help by voice command or a single tap, rather than navigating 20-screen menus. Additionally, consider a solution built specifically for people who are blind or have low-vision such as the Be My Eyes Customer Accessibility Suite.
Provide full context to agents: Use CRM and ticketing systems so that any agent immediately sees the customer’s history, billing info, and past issues. AI-assisted tools can pop up notes and suggest solutions based on the customer’s record. When agents have the full story and all the customer’s data, the call goes faster and customers feel understood.
Many telecom problems are visual in nature (a blinking light, a tangled cable, an unclear error code on a screen). Trying to describe these over the phone can be difficult for sighted customers and completely impossible for customers who are blind or have low-vision.
Live video troubleshooting: Allow users to start a video call from their device so an agent can view the customer’s router, modem, phone screen or bill in real time. In practice, the agent is essentially a second pair of eyes. They can identify a loose wire, read error messages, or confirm the correct settings instantly. Be My Eyes Service Connect does exactly this and is built specifically for people who are blind or have low vision. Find out more here.
Photo and screenshot sharing: Let customers send images of devices or error messages. A user might snap a photo of their “check router” light on the cable box or a confusing voicemail menu and get an immediate visual walkthrough. Advanced systems can even overlay hints on the user’s camera feed (for example, the agent circles the correct port on the router).
Assistive tools for agents: Empower agents with tools like screen annotation or flashlight control on the customer’s phone. The agent can highlight a field on the screen or shine light on a dark cable connection. These features, combined with video, turn the agent into a remote technician. All of this drives down errors and callbacks.
Modern AI can tackle the many typical questions instantly, so human agents can focus on the trickiest cases. Empowering front-line AI (chatbots or virtual assistants) yields big time savings: they work around the clock, never keep customers waiting, and handle thousands of requests in parallel.
For example:
Instant chat and voice bots: Deploy an AI chatbot on your website or app that can answer FAQs (billing, plan changes, outage reports) and guide users through the most common fixes.
Image-based AI assistants: Some AI tools (such as Service AI) can process customer photos. Imagine a blind customer has a disconnected cable: they snap a picture of the back of their router. A visual-AI system identifies the modem model and guides them step-by-step (or alerts them, “plug the yellow cable into the WAN port”). If the AI solves it, the customer is done. If not, the system automatically escalates the query, passing the photo and conversation to a live agent.
Smart escalation: If the AI can’t answer, it should seamlessly hand off to a human agent with full context. The agent then sees the user’s issue history (and any photos sent), so they don’t start from scratch. This hybrid AI/human workflow ensures that customers always move forward.
Accessibility isn’t just nice-to-have; it’s a fast-growing market and often a legal requirement. In telecoms, serving customers who are disabled opens new revenue and loyalty channels.
Here are a few key reasons to prioritize accessibility:
Legal mandates: Governments are cracking down on digital accessibility. For example, the EU’s new Accessibility Act (enforced from mid-2025) requires all telecom services and digital tools to be accessible or face penalties, including customer service. Non-compliance can mean fines and bad PR.
Market differentiation: Brands known for accessible service earn trust. Features built for blind customers often improve the experience for all users (e.g. voice control and screen-reader compatibility benefit many people, not just the disabled). Studies show that businesses with inaccessible websites lose billions to frustrated disabled customers (McKinsey).
Social impact and PR: Making telecom inclusive demonstrates leadership. Consumers (and investors) notice companies that embrace disabilities and inclusion. Plus, accessible features can be highlighted in marketing (e.g. “our support app is screen-reader friendly and 24/7 live-help enabled”) to attract new customers.
Finally, adopt a data-driven approach to support. Don’t just count call volume; track outcomes and customer sentiment in real time.
Key metrics for telecom CX include:
Response and wait times: Monitor average hold times and first-response times. Since nearly 2/3 of customers won’t hold more than 2 minutes, aim to keep the wait time low. Real-time dashboards should flag when waits spike.
First-contact resolution (FCR): Measure the percentage of issues solved on the first call/email/chat. Low FCR indicates training or tool gaps (especially harmful for disabled users who may have fewer channels).
AI resolution rate: Track what share of queries are handled by AI vs. humans. A high AI success rate means automation is working; if it’s low, refine your bots.
Customer Satisfaction (CSAT/NPS): After each support session, ask for feedback. Blind/low-vision customers should have the same survey channels as others (or you can target a specific accessibility-user survey). Tie these scores to loyalty metrics.
Issue trends and root causes: Categorize tickets (e.g. billing, outages, device setup). Use analytics to spot spikes. As an example, if many users struggle with the same feature, fix the underlying design.
Leading telcos are winning loyalty by offering smarter, more inclusive support at every touchpoint and turning accessibility into a business advantage.
With the Be My Eyes Customer Accessibility Suite, telecom providers can deliver intuitive, tech-powered experiences that reduce churn, increase CSAT, and drive operational efficiency:
Together, these tools let telcos remove friction, scale accessibility, and ensure that every interaction builds trust and brand loyalty. Want to learn more? Book a free demo today.
