Improving customer experience in telecommunication

Customer journey mapping in telecommunications: tools for better service experience

Telecommunications experience is the sum of interactions a customer has with a telco provider. Smaply's tools help telcos understand what their customers really want, and provides everything they need to improve CX and increase customer loyalty.

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A graphic illustration of a journey map with two person icons, separate cards, and an emotional graph

Journey maps let you visualize telecommunications experiences

Customer journey mapping in telecommunications: an example

Customer journey maps are the heart and soul of customer-centered processes. They help to get closer to the customer, flexibly align to their product and communications needs, and understand what's needed for higher customer loyalty.

Expand example journey map

Customer experience in telecommunications: tools for amazing services

Smaply’s three CX tools help you build customer-centered products and services.

Experience

Journey maps

Customer journey maps help you understand the overall experience your customers have with your organizations, as well as single but important moments. Uncover pain points and understand their needs so you can uncover new business opportunities.

Learn more about the journey map tool

Empathy

Personas

Personas make it easier for you to empathize with groups of customers. Never forget about their characteristics, habits, and preferences anymore. What do they expect from you? What channels of communications do they prefer?

Learn more about the personas tool

Context

System maps

System maps visualize the ecosystem of your customers; understand who else is involved in your service delivery and how different parties impact the ultimate CX. Find and optimize overlaps and uncover potential synergies.

Learn more about the system map tool

Features

Co-create CX innovation in the telco industry

Make customer-centricity the core of your future activities.

Multi-user access

Collaborate with your team members on your journey map and share your knowledge and insights with each other.

Comment mode

Pro Plan

Invite others to comment on your journey maps. Have online discussions with geographically dispersed teams.

Multiple personas

Compare the experiences of multiple personas in one journey map. Learn how and why their experiences differs and optimize your service accordingly.

Live share

Basic Plan

Share read-only versions of your maps and let others follow changes your journey map in real-time.

Drag & drop all the things

Rearrange all the elements of the map, such as steps and lanes, by dragging and dropping them into place.

Export

Export maps and personas to high resolution PDF, PowerPoint, Excel and PNG files to print, present and analyze.

Customer centricity

Establish a common customer-centric language across your organization with personas and journey maps.

White labeling

Custom branding and subdomain for a consistent look & feel supports easier adoption across your organization.

Overview multiple agile teams

Using the same cloud-based tool allows you to jump between different zoom levels of journey maps and identify which CX projects support or contradict each other.

Business impact

Many studies show that improving customer experience has a positive impact on customer loyalty, churn, and revenue growth.

Training & coaching

We can train your teams and help you as a sparring partner to scale customer-centricity in your organization.

Standardize journey maps

Increase speed and accessibility of journey maps across your organization. Reuse data from previous CX projects and build on top of previous research.

Learnings and best practices from CX innovation in telecommunications

Methods and best practices of improving telecommunications experiences – insights into prior work in the field.

From our blog

Case Study with Deutsche Telekom: how a customer-centred strategy can help drive innovation

Deutsche Telekom has been one of the earliest customers of Smaply. Now they share their experience with embracing journey mapping as a company.

Author

Cambrian Berry

From our blog

Case study: journey mapping in a global japanese electronics corporation

This case shares how a global Japanese electronics company used journey mapping to improve its business to business operations, specifically with external partners. Through a number of service design workshops internal staff gained awareness of the problem of poor service delivery and became part of the solution.

Author

Katharina Rainer

From our blog

What is Customer Journey Management and how to get started?

Effective customer journey management is vital for businesses to remain competitive and relevant in today's market. It helps to optimize every step of the customer journey and thus ensuring customer satisfaction, building brand loyalty, and driving revenue growth. In this article, you learn the basics of customer journey management: What is customer journey management? Why is it so important? What are the tasks and skills of a customer journey manager? And what are essential tools for customer journey management?

Author

Katharina Rainer

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