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Customer support in a changing telecoms landscape: proactivity is the key
In the latest Services Talk film Eva Elmstedt, head of Ericsson’s Customer Support unit, explains how rapid changes in end user behavior and requirements is met by proactivity among Ericsson Global Services’ Customer Support teams in order to best help operators and to maintain their trust
Elmstedt highlights how in recent years there has been a profound change in consumer behavior within the telecoms market brought about by mobility and social media.
However she says this “always on line” phenomenon has presented Ericsson’s telecom operator customers with enormous challenges.
Elmstedt says the key to delivering effective customer service in such a dynamic environment is proactivity in delivering new, innovate and high quality services relevant to operators needs. She gives examples of how Ericsson is doing this, and highlights the excitement of working in such a challenging environment.
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