Telco guides.
Surface insights faster with an accelerated path to answering your most critical questions, built into the platform.
What is in a guide?
Automated KPI tracking for key telco experiences.
Structured approach to answering what, when, where and why.
Out-of-the-box dashboards with built-in anomaly detection and alerting.
The digital telco journey.
Product & service discovery
Home Page
Product Category Pages (PCP)
Product Listing Pages (PLP)
Product Details Pages (PDP)
Landing Pages
Marketing Pages
Current Offers / Specials / Promotions
Search
Site / App Navigation
More…
Merchandising
Out of Stock (PDP)
Out of Stock (Cart)
Product Placement / Location
Content Engagement
Product Performance
Product Reviews
Preorder & Backorder Products
More…
Subscribe & purchase
Cart page
Mobile Devices & Plans Details Pages
Mobile Devices & Plans Purchase Flow
Internet Details Pages
Internet Purchase Flow
TV & Entertainment Details Pages
TV & Entertainment Purchase Flow
Home Security Details Pages
Home Security Purchase Flow
Add/upgrade a line
More…
Order fulfillment
Order Tracking
BOPIS
Same Day Delivery
Ship to Home (STH)
Ship to Store (STS)
Service Provisioning
More…
Bill pay & account
Upgrades
Account Creation
Bill pay
Sign In
Password Reset
Account Management
Manage Rewards
Order Tracking / Lookup
More…
Help, care, & fraud
Contact Center Lookup
Help Pages
Chat
Contact Us
Account Fraud
Revenue Fraud
More…
Outcomes across teams.
Product
Automatically alert on friction within key funnels, easily size the revenue impact of issues, and gain immediate visibility into journeys like service upgrades, bundles, and more.
Technology
Quickly identify technical issues with out-of-the-box anomaly detection, gain real-time monitoring of the front end experience, and prioritize the backlog based on impact.
CX/VOC
Surface behavioral or design issues, optimize conversions on experiences like billing or device support, and scale user research through segmented session replay.
Table of Contents
Our top telco guides.
1. Cart page.
Here’s an all too common scenario: A customer wants to buy a new phone and wireless service online to avoid an extra trip to the store, but a glitch keeps them from accessing the cart page and going to check out. Frustrated, they then have to chat with customer support.
The digital expertise found in the cart page guide can help you avoid common errors like this. You’ll see cart trends over time and any cart page errors standing between the customer and checkout.
KPIs
- Cart continuation rate
- Cart page sessions
- Cart page revenue
2. Customization page.
You know a customer is enjoying their TV service when they plan to upgrade and add premium channels to their lineup. But, what they don’t enjoy is an error on the customization page that pushes them to contact support for help.
What happened? Are there specific elements on the services page or elsewhere impacting the checkout funnel? You’ll find the keys to perfecting the premium customer experience inside the customization page guide. See trends over time, monitor step conversion, and identify any friction points preventing customers from reaching the customization page successfully.
KPI
- Services page to cart page continuation rate
- Sessions on the services page
3. Checkout funnel.
When your customer is ready to purchase a new service, they expect the checkout process to be like their internet connection—fast and seamless.
The checkout funnel guide helps you detect errors before the customer drops off. You’ll gain visibility into conversion rate trends, understand how customers move across the funnel, and catch anomalies disrupting the checkout process.
KPIs
- Checkout conversion rate
- Checkout sessions
- Checkout session percentage
4. Account creation.
Verifying a customer’s identity online during account setup should take, at most, a few seconds. But sometimes, an error creates a snag in the process, leaving the customer rage-clicking.
Dial in to understand how customers move through the account setup process with the account creation guide. Easily track successful account creation, monitor key steps of the funnel (new usernames, identity verification, payment information, etc.), and surface anomalies in account creation behavior.
KPIs
- Account creation success rate
- Account creation page sessions
5. Billing/payment information.
For a new satellite service customer or one just updating information, nothing is more frustrating than getting an error during the last step of the checkout process—especially when they’re trying to save their payment and billing information, and it’s unclear if the mistake is on the service provider’s end or theirs.
Understand your digital billing process inside-out with the billing/payment information guide. As more customers opt to make payments online, you can watch payment trends over time, dive deep into payment type conversions, and catch friction points preventing customers from updating their payment information.
KPIs
- Payment step continuation rate
- Payment step conversion rate
Resources
La atención al cliente digital - el libro electrónico
Guía para compradores de analítica de experiencia digital.
On-Demand Atlas Deminar
Web, product, and digital experience analytics are converging—here’s how.
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