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:
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?
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?
Do users understand our self-provisioning system? How can we maximize self-provisioning usability and lower call center usage?
In a commodity market, usability and engagement are real differentiators. How engaged are our users with our website or app?
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.
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.