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Communications

Provide proactive customer support

  • Predict service disruptions: Monitor network performance and customer activity in real time to anticipate potential service issues before they occur and take preventative actions.
  • Personalize support interactions: Equip agents with real-time customer insights and historical data, enabling them to deliver customized solutions during each interaction.
  • Automate outreach: Trigger proactive notifications and troubleshooting steps for customers experiencing service interruptions or changes in their account status.

Use case summary

Communications providers can leverage Data Cloud Sub-Second Real-Time to proactively predict and resolve service issues, enhance support interactions, and automate customer outreach to improve satisfaction and loyalty.

Industry

Communications

Salesforce products used

Data Sources Used

Network Performance Data
Service Usage Data
Customer Profile Data
CRM Data
Technical Support Logs
Call Center Metrics
Product Updates and Notifications

Apply Insights and Predictions

By bringing together the data sources referenced in this use case, teams can build calculated insights or run predictive models with Data Cloud that will allow them to make smarter decisions or power new automations.

Service Disruption Prediction Insight Data Cloud analyzes network performance data alongside customer device telemetry to detect patterns indicating potential outages or connectivity issues. This allows the system to notify affected customers before they experience service disruptions. For example, if the system identifies an increase in signal fluctuations in a specific area, it can alert customers with an automated message and provide troubleshooting tips or information on service restoration timelines.
Personalized Support Interaction Insight By accessing customer profiles, historical interaction data, and sentiment analysis, Data Cloud empowers support agents with a complete view of the customer’s past experiences and preferences. For instance, if a high-value customer with a history of connectivity issues contacts support, the agent is informed of this background, allowing them to provide personalized, empathetic assistance and escalate the issue if necessary.
Proactive Outreach Insight Data Cloud continuously monitors service usage and account status data, allowing providers to automate notifications or troubleshooting actions. For example, if the system detects that a customer’s data usage is nearing their plan limit, it can proactively send an alert offering a tailored upgrade option, thereby preventing billing complaints and enhancing the overall customer experience.

What’s the impact?

Decrease Service Downtime
Improve Customer Satisfaction (CSAT)
Improve First-Call Resolution (FCR) Rate
Decrease Churn Rate

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