Telecom & Cable

Driven by rapid product innovation in both the wireless and broadband sectors, media convergence, and overall high penetration rates, telecommunications and cable companies are looking for ways to maintain a competitive edge amongst fierce competition and waning subscriber loyalty.

That’s why 4 of the top 5 U.S. cable and satellite TV operators and 7 out of the top 12 North American telecommunications carriers have turned to TouchCommerce™.

With TouchCommerce, telco and cable companies increase new online customer acquisition, boost ARPU, and reduce churn while protecting the brand and driving higher CSAT results.

Key Benefits

Increase gross adds through higher incremental conversions
Improve CPGA by maximizing the RGU and tier mix per order
Improve revenue contribution and LTV of existing customers through targeted up-sell and cross-sell opportunities
Reduce churn propensity by targeting customers during critical lifecycle events
Reduce service costs through first-contact resolution and call deflection
Reduce business operating costs with self-service and electronic billing and payment enrollment
Improve NPS & CSAT as well as brand protection through exceptional customer experience

TouchPoints of Differentiation

Industry Expertise - The members of our telecom and cable practice bring decades of experience in the telecommunications industry across every channel and discipline (including online channel, call center channel, marketing, sales operations, client services, training, QA, and analytics), as well as deep experience in transactional website usability.
Industry Insight - We are highly knowledgeable about industry trends (wireline, wireless, and broadband) and how to implement a successful channel migration strategy.
Continuous Optimization - Unlike competitors’ solutions, the TouchCommerce solution doesn’t end with implementation. Our team continuously tests and rigorously optimizes the online experience to increase conversion.
Fully Outsourced, Pay For Performance - With little impact on your own infrastructure and human resources, we provide a more cost-efficient way to implement conversion marketing solutions. At the same time, we mitigate your risk entirely with our unique pay-for-performance service model.

TouchDown: Telecommunications

View Case Studies

Virgin Media click to view
- Increased total web conversion by 20% in 90 days
- 50% conversion rate for consumers who engaged in live assistance
Telus click to view
- 100% increase in overall site conversion rate
- Less than 10% of customers gained through TouchCommerce online engagement dropped service during trial period
- 98% customer satisfaction rate with live assistance