Telecom customer journey template

The Telecom Customer Journey

The customer journey covers all of a customer’s interactions with all of your products and services, from first touchpoint to sales call, to purchase, to upgrades and downgrades.

With an array of products from hardware to software, and arrays of account types and services, the customer Journey looks a bit different for all Telecoms customers. Telecoms leaders can benefit from using a Journey Template to better understand the pain points and opportunities for improvement across the customer experience.

The Telecom Journey Template in TheyDo

The Telecom Journey Template is an example workspace created for your industry and use cases, by TheyDo. It features:

• A visualization of Journey Phases and Steps: The template includes macro Journey Phases and micro Journey steps, that you can customize according to your customer behaviors and your business goals.

• Personas: Store profiles of your various customer Personas, and toggle between Journeys for different Persona types.

• Pre-defined taxonomy: Journey types, statuses, and tags help you stay on top of all the Journeys you create, and document connections between different Journey types.

You can customize all these features to fit specific customers and products.

How to use the Telecoms workspace to nail your business goals

If you’re working at a large Telecom that struggles to unify product development, sales, and customer service in a truly customer-centric way, this template is for you. In TheyDo’s Journey Template, you will be able to identify:

• Pain points: Customers struggle at many points along the path to buying and using a product. By breaking your interactions down into steps, you’ll see where they struggle the most.

• Opportunities: Pain points can uncover opportunities for product improvements and developments. Note these ideas down in TheyDo as they occur.

• Solutions: Finding the best solution is a process of ideating, testing, and iterating. Troubleshoot your solutions and plan out development in your TheyDo workspace as well.

By recognizing where the customer struggles and where you can improve your offerings, you’ll develop better products and services over time. And by storing Journey data in one location, managers can communicate better about different opportunities across departments.

Who is this template for?

The Telecoms template can be used by everyone from internet service providers, equipment providers, wireless service providers, radio and television broadcasters, cable companies, satellite television providers and managed service providers.