Telecommunications 

Communications service providers struggle to reach, engage, and move their audiences to action. With a highly competitive market and the need to remain lean, they face several strategic user experience questions on websites and apps:

How to more effectively encourage e-service?

Self-service and e-service are the keys to lowering the burden on call centers. How can we enhance usability to facilitate faster, more focused resolutions to customer queries?

How to optimize the sales funnel?

For existing and new subscribers, cross-selling, upselling, and accessory sales create important revenue streams. How can our offers and on-screen placements generate higher engagement and more conversions?

Does the self-provisioning interface work?

Do users understand our self-provisioning system? How can we maximize self-provisioning usability and lower call center usage?

How to ensure website or app differentiation?

In a commodity market, usability and engagement are real differentiators. How engaged are our users with our website or app?

Our Customers

TELUS (TSX: T, NYSE: TU) is Canada’s fastest-growing national telecommunications company, with $12.3 billion of annual revenue and 13.9 million customer connections. TELUS provides a wide range of communications products and services, including wireless, data, Internet protocol (IP), voice, television, entertainment and video, and is also Canada's largest healthcare IT provider.

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Launched in 2003, News Corporation's Sky Italia is the leading pay-TV platform in Italy, reaching almost 5 million subscribers. Sky Italia offers about 190 channels, including movies, sports, news, entertainment and programs for children through satellite and mobile distribution.

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Every experience we see through Clicktale is an opportunity for us to improve the journey for that customer." Tim HassedDirector, Online Customer Experience, Telus
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