{"id":3997,"date":"2026-01-16T17:44:04","date_gmt":"2026-01-16T17:44:04","guid":{"rendered":"https:\/\/www.bemyeyes.com\/business\/?p=3997"},"modified":"2026-01-15T17:45:19","modified_gmt":"2026-01-15T17:45:19","slug":"5-tips-to-boost-customer-experience-in-telecommunications","status":"publish","type":"post","link":"https:\/\/www.bemyeyes.com\/business\/blog\/5-tips-to-boost-customer-experience-in-telecommunications\/","title":{"rendered":"5 Tips to Boost Customer Experience in Telecommunications\u00a0"},"content":{"rendered":"\n<p><strong><em>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 (<a href=\"https:\/\/cdn-www.infobip.com\/wp-content\/uploads\/2022\/04\/03095846\/infobip-revenue-boosting-telco-cx-strategies.pdf\" target=\"_blank\" rel=\"noreferrer noopener\">Infobip<\/a>).<\/em><\/strong><\/p>\n\n\n\n<p>Today\u2019s customers demand fast, effortless support on every channel but customers who are blind or have low-vision often face additional barriers. <\/p>\n\n\n\n<p>Failing to serve this large market is not only unfair, it is increasingly illegal due to regulation, and it hurts your telco\u2019s bottom line. <\/p>\n\n\n\n<p>To improve satisfaction and retention for everyone, telcos should improve customer experience management by building in accessibility from the start. <\/p>\n\n\n\n<p>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.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-contents\">Contents<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li><a href=\"#h-1-remove-friction-from-every-support-channel\">Remove Friction from Every Support Channel<\/a><\/li>\n\n\n\n<li><a href=\"#h-2-provide-real-time-visual-assistance\">Provide Real-Time Visual Assistance<\/a><\/li>\n\n\n\n<li><a href=\"#h-3-let-ai-handle-routine-triage\">Let AI Handle Routine Triage<\/a><\/li>\n\n\n\n<li><a href=\"#h-4-invest-in-accessibility-for-long-term-loyalty\">Invest in Accessibility for Long-Term Loyalty<\/a><\/li>\n\n\n\n<li><a href=\"#h-5-measure-what-matters-with-real-time-insights\">Measure What Matters with Real-Time Insights<\/a><\/li>\n\n\n\n<li><a href=\"#h-explore-the-be-my-eyes-customer-accessibility-suite\">Explore the Be My Eyes Customer Accessibility Suite<\/a><\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-1-remove-friction-from-every-support-channel\">1. Remove Friction from Every Support Channel<\/h2>\n\n\n\n<p><strong><em>Research shows that almost two-thirds of people won\u2019t wait more than 2 minutes on hold (<a href=\"https:\/\/www.icmi.com\/resources\/2017\/what-do-customers-really-think-about-long-wait-times\" target=\"_blank\" rel=\"noreferrer noopener\">ICMI<\/a>). <\/em><\/strong><\/p>\n\n\n\n<p>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. <\/p>\n\n\n\n<p>Here are some tips to reduce friction: <\/p>\n\n\n\n<p><strong>Simplify navigation and wait times:<\/strong> 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. <\/p>\n\n\n\n<p><strong>Offer one-click, accessible support: <\/strong>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 <a href=\"https:\/\/www.bemyeyes.com\/business\/accessible-customer-service-suite\/\" target=\"_blank\" rel=\"noreferrer noopener\">Be My Eyes Customer Accessibility Suite<\/a>. <\/p>\n\n\n\n<p><strong>Provide full context to agents:<\/strong> Use CRM and ticketing systems so that any agent immediately sees the customer\u2019s history, billing info, and past issues. AI-assisted tools can pop up notes and suggest solutions based on the customer\u2019s record. When agents have the full story and all the customer\u2019s data, the call goes faster and customers feel understood.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-2-provide-real-time-visual-assistance\">2. Provide Real-Time Visual Assistance<\/h2>\n\n\n\n<p>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. <\/p>\n\n\n\n<p><strong>Live video troubleshooting: <\/strong>Allow users to start a video call from their device so an agent can view the customer\u2019s 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 <a href=\"https:\/\/www.bemyeyes.com\/business\/bme-service-connect\/\" target=\"_blank\" rel=\"noreferrer noopener\">here<\/a>. <\/p>\n\n\n\n<p><strong>Photo and screenshot sharing: <\/strong>Let customers send images of devices or error messages. A user might snap a photo of their \u201ccheck router\u201d 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\u2019s camera feed (for example, the agent circles the correct port on the router). <\/p>\n\n\n\n<p><strong>Assistive tools for agents: <\/strong>Empower agents with tools like screen annotation or flashlight control on the customer\u2019s 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.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-3-let-ai-handle-routine-triage\">3. Let AI Handle Routine Triage<\/h2>\n\n\n\n<p>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. <\/p>\n\n\n\n<p>For example: <\/p>\n\n\n\n<p><strong>Instant chat and voice bots: <\/strong>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. <\/p>\n\n\n\n<p><strong>Image-based AI assistants: <\/strong>Some AI tools (such as <a href=\"https:\/\/www.bemyeyes.com\/business\/bme-service-ai\/\" target=\"_blank\" rel=\"noreferrer noopener\">Service AI<\/a>) 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, \u201cplug the yellow cable into the WAN port\u201d). 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. <\/p>\n\n\n\n<p><strong>Smart escalation:<\/strong> If the AI can\u2019t answer, it should seamlessly hand off to a human agent with full context. The agent then sees the user\u2019s issue history (and any photos sent), so they don\u2019t start from scratch. This hybrid AI\/human workflow ensures that customers always move forward.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-4-invest-in-accessibility-for-long-term-loyalty\">4. Invest in Accessibility for Long-Term Loyalty <\/h2>\n\n\n\n<p>Accessibility isn\u2019t just nice-to-have; it\u2019s a fast-growing market and often a legal requirement. In telecoms, serving customers who are disabled opens new revenue and loyalty channels. <\/p>\n\n\n\n<p>Here are a few key reasons to prioritize accessibility: <\/p>\n\n\n\n<p><strong>Legal mandates:<\/strong> Governments are cracking down on digital accessibility. For example, the EU\u2019s 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. <\/p>\n\n\n\n<p><strong>Market differentiation: <\/strong>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 (<a href=\"https:\/\/www.mckinsey.com\/capabilities\/tech-and-ai\/our-insights\/bridging-another-digital-divide-accessibility-for-blind-and-low-vision-consumers#:~:text=is%20compelling%3A%20companies%20can%20build,for%20accessible%20products%20and%20services\" target=\"_blank\" rel=\"noreferrer noopener\">McKinsey<\/a>). <\/p>\n\n\n\n<p><strong>Social impact and PR: <\/strong>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. \u201cour support app is screen-reader friendly and 24\/7 live-help enabled\u201d) to attract new customers.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-5-measure-what-matters-with-real-time-insights\">5. Measure What Matters with Real-Time Insights <\/h2>\n\n\n\n<p>Finally, adopt a data-driven approach to support. Don\u2019t just count call volume; track <em>outcomes<\/em> and customer sentiment in real time. <\/p>\n\n\n\n<p>Key metrics for telecom CX include: <\/p>\n\n\n\n<p><strong>Response and wait times: <\/strong>Monitor average hold times and first-response times. Since nearly 2\/3 of customers <a href=\"https:\/\/www.icmi.com\/resources\/2017\/what-do-customers-really-think-about-long-wait-times#:~:text=The%202017%20Arise%20Study%20further,13%20minutes%2C%20Arise%20found%20that\" target=\"_blank\" rel=\"noreferrer noopener\">won\u2019t hold more than 2 minutes<\/a>, aim to keep the wait time low. Real-time dashboards should flag when waits spike. <\/p>\n\n\n\n<p><strong>First-contact resolution (FCR): <\/strong>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). <\/p>\n\n\n\n<p><strong>AI resolution rate: <\/strong>Track what share of queries are handled by AI vs. humans. A high AI success rate means automation is working; if it\u2019s low, refine your bots. <\/p>\n\n\n\n<p><strong>Customer Satisfaction (CSAT\/NPS):<\/strong> 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. <\/p>\n\n\n\n<p><strong>Issue trends and root causes: <\/strong>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.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-explore-the-be-my-eyes-customer-accessibility-suite\">Explore the Be My Eyes Customer Accessibility Suite <\/h2>\n\n\n\n<p>Leading telcos are winning loyalty by offering smarter, more inclusive support at every touchpoint and turning accessibility into a business advantage. <\/p>\n\n\n\n<p>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: <\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Service Connect\u2122 enables support agents to \u201csee through\u201d a customer\u2019s mobile device via one-way video, resolving device setup or network issues visually and efficiently. <\/li>\n\n\n\n<li>Service AI\u2122 uses visual AI and natural language processing to solve over 90% of support requests without human intervention. <\/li>\n\n\n\n<li>Service Directory\u2122 connects your brand with blind and low-vision users through a central, accessible hub within the Be My Eyes app, used by over 900,000 customers globally. <\/li>\n<\/ul>\n\n\n\n<p>Together, these tools let telcos remove friction, scale accessibility, and ensure that every interaction builds trust and brand loyalty. Want to learn more? <a href=\"https:\/\/www.bemyeyes.com\/business\/request-a-demo\/\" target=\"_blank\" rel=\"noreferrer noopener\">Book a free demo today<\/a>.<\/p>\n\n\n\n<figure class=\"wp-block-image\"><a href=\"https:\/\/cta-service-cms2.hubspot.com\/web-interactives\/public\/v1\/track\/redirect?encryptedPayload=AVxigLLVpwVPJ1y1rPN3CodA4A4SoFuta%2FyAuYyoPhGZI9BiRv%2B8tiFo%2Bhg92le8Geap2rQsWIzo9azZw8KyeTw2cUnj%2BfNVl%2BRk2cHf5ZQMdYrXyxypxe1ejgJe%2FIvR7Avx8cJfWboEJ%2FMAZVF9AawM77gwbLHSc7bhUuwAnXPmqpQClfyURMniy2WTXQib7D6yAejVYYrB2RCYR7lJZO2A94udVg2y%2FGnlJNjj51ioGJHJVF%2BsYv%2BO5b%2F%2BZzYVMzhAwK%2BV7bHTvTw6YwEiSIFqF7bGGtW3uYXTV1ZxUJz1Usk8V2yTL5J2RJ0E0oI5VvLihoxRPX%2B5BJPkNOb09oaur%2B6%2B2RNgcw%3D%3D&amp;webInteractiveContentId=189631815785&amp;portalId=6577197\"><img decoding=\"async\" data-src=\"https:\/\/no-cache.hubspot.com\/cta\/default\/6577197\/interactive-189631815785.png\" alt=\"Download the FREE eBook\" src=\"data:image\/svg+xml;base64,PHN2ZyB3aWR0aD0iMSIgaGVpZ2h0PSIxIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciPjwvc3ZnPg==\" class=\"lazyload\" \/><\/a><\/figure>\n","protected":false},"excerpt":{"rendered":"<p>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). Today\u2019s 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<\/p>\n","protected":false},"author":12,"featured_media":1935,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","inline_featured_image":false,"footnotes":""},"categories":[4],"tags":[],"class_list":["post-3997","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v26.6 (Yoast SEO v27.1.1) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>5 Tips to Boost Customer Experience in Telecommunications\u00a0<\/title>\n<meta name=\"description\" content=\"Five practical tips for telcos to improve customer experience by reducing friction using AI and building accessibility into support.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" 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