One of the complaints I get from customers quite frequently is: don’t try channel shift me when I’ve got a broadband fault, I’m calling because I can’t get online. TalkTalk will use the Pega 7 platform to assign a “dedicated case handler” to customers experiencing problems, according to Alex Birtles, head of customer loyalty strategy at the telecomms company. The company said it would also be using its own data analytics and machine learning tools in order to identify which customers were most likely to experience problems with their service. Andrew Storer, lead architect, said TalkTalk were turning to the Pega 7 platform in a bid to better manage customer complaints, rather than trying to persuade customers to “self-serve” to rectify their issues.
TalkTalk will use the Pega 7 platform to assign a “dedicated case handler” to customers experiencing problems, according to Alex Birtles, head of customer loyalty strategy at the telecomms company. The company said it would also be using its own data analytics and machine learning tools in order to identify which customers were most likely to experience problems with their service. Andrew Storer, lead architect, said TalkTalk were turning to the Pega 7 platform in a bid to better manage customer complaints, rather than trying to persuade customers to “self-serve” to rectify their issues.