Inconsistent Service Across Channels
Many telecoms fail to deliver a unified experience across their website, app, store, and call center. A customer may get different answers depending on the channel they use. This inconsistency confuses and frustrates users. Omnichannel consistency is key to great customer experience. Every touchpoint should be aligned in messaging, policy, and tone. Telecoms need centralized knowledge bases and unified customer records. Seamless experiences build confidence and reduce friction.