10 ways MVNOs improve customer service in telecom
MVNOs can now turn every customer interaction into an advantage. Infobip provides the tools to deliver fast, personalized, and consistent support across all channels. Explore how they’re bridging two worlds, from hold music to real-time connection.
Imagine two versions of the same telecom company. In one world, customer frustration brews inside endless phone calls, long hold times, and disjointed channels. Agents toggle between systems while customers repeat their issues for the third time, reflecting poor customer service in telecom.
In the other world, the same Mobile Virtual Network Operators (MVNOs) uses automation, artificial intelligence (AI), and customer data to deliver real-time support across every channel. Queries resolve quickly, and customer satisfaction scores climb.
Both exist in today’s telecom industry. The difference lies in how each company chooses to transform its customer service. Some MVNOs struggle, while others thrive. Let’s explore two realities of customer service in telecom and the path to building the one your customers prefer.
The shift driving telecom customer service
MVNOs and other telecommunication companies are no longer competing on coverage or cost alone. MVNO market is expected to grow from 73.47 billion USD in 2024 to 132.02 billion USD by 2032. This means it will expand at an average rate of 7.6% per year, thanks to new technologies, remote work, and data-heavy lifestyles. While connectivity has become a commodity, excellent customer care in telecom is now what sets companies apart.
- 80% of global telco consumers say service quality determines whether they’ll do business with a company.
- Reducing customer support wait times can improve customer satisfaction by up to 30%.
In short, price gets you attention, but service earns loyalty.
The modern telecom customer expects convenience, personalization, and real-time assistance. If your customer care strategy still relies on outdated systems, the multiverse is moving on without you.
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Infobip: Finalist for Best Digitalisation Partner at the MVNO Global Awards
10 strategies MVNOs use to improve customer service in telecom
Here are practical ways MVNOs can improve customer service and how Infobip partners with them to make each one real:
1. From waiting on hold to helping in real time
Customers no longer tolerate long wait times. They expect quick, easy answers the moment they reach out.
Legacy system: Customers call, navigate a complex IVR system, wait, and repeat their details. Agents scramble between systems, increasing the risk of errors. The result is frustration, abandoned calls, and lower customer satisfaction scores.
New world: AI-powered self-service and chatbots handle simple requests instantly; balance checks, SIM cards activations, plan changes. Complex customer issues are routed to human agents with full context, which reduces time to resolution. MVNOs can also offer video calling as a personal, face-to-face option for customers who need more guidance.
Why it works: Real-time responses increase customer satisfaction, reduce frustration, and allow telecom companies to allocate human resources to where they make the biggest impact and that are high-value interactions.
With call deflection you move phone calls to digital channels, where chatbots handle simple issues instantly. When an agent takes over, AI-generated summaries provide full context so they can focus on resolving the customer’s problem faster and with a more personal touch.
2. From generic service to personalized care
People don’t want to feel like just another ticket. Personalized support makes every interaction feel seen and valued.
Legacy system: Scripts and standard responses treat every customer the same.
New world: With insights into purchase history, customer behaviors, and service preferences, MVNO agents can offer tailored solutions and recommendations, such as a better data plan or a relevant bundle.
Why it works: Personalization humanizes telecom customer service, creating stronger bonds and improving customer satisfaction scores. Customers feel valued rather than processed, which directly improves retention and customer relationships.
Customer data platform and customer engagement solution help MVNOs deliver personalized add-ons, like data boosts, roaming packs, or streaming bundles, at the right time and through the customer’s preferred channel.
CUSTOMER STORY
How Virgin Mobile used RCS to improve customer experience
Virgin Mobile (now Virgin Media O2) increased phone upgrades and engagement using rich, interactive RCS messages through our platform. The RCS message gave customers the option to connect directly with a customer service assistant for real-time support and guidance.
By sending personalized, visually rich campaigns through customers’ native messaging inboxes, the brand achieved a 93% delivery rate and a 60% seen rate.
3. From fragmented tools to one connected platform
When agents have to jump between systems, service slows down. A single, connected view of the customer changes everything.
Legacy system: Agents toggle between multiple systems like CRM, billing, chat apps, losing context and increasing chances of errors.
New world: A single, data driven platform centralizes all communication channels and customer data. Agents see conversation history, account details, and previous resolutions immediately.
Why it works: Centralizing customer data improves response times, reduces repeat information requests, and increases service quality. It also empowers teams to handle more interactions without increasing staffing costs, making operations more cost effective.
Our cloud contact center gives agents one workspace for all channels and customer data, with native integrations and open APIs to your CRM or BSS. AI creates quick summaries of calls and chats, so when an agent takes over, they immediately know the full context, avoiding repeated questions and saving time.
4. From phone-only to omnichannel engagement
Support shouldn’t stop at phone calls. Customers want to message, chat, or text and pick up right where they left off.
Legacy system: Customer support relies solely on phone calls, with rigid operating hours.
New world: Customers interact through their preferred channels like WhatsApp, SMS, social media, or web chat, with smooth transitions between channels. Based on our Messaging Trends Report 2025, 80% of brands claim to have an omnichannel strategy.
Why it works: Omnichannel service reduces friction, improves customer satisfaction, and ensures consistent experiences across touchpoints, turning customer care into a competitive differentiator for MVNOs.
As a global MVNO partner, Infobip provides a wide portfolio of channels through a single platform. One SLA, one vendor, unified routing.
5. From static scripts to conversational AI
Nobody likes robotic responses. Conversational AI makes every interaction feel more natural and a lot more helpful.
Legacy system: Agents follow rigid scripts that don’t reflect real-life customer needs.
New world: AI-powered conversational platforms interpret intent, tone, and context to adapt responses automatically. Bots handle common questions, and escalate complex requests to humans with full context, eliminating repetition and frustration.
Why it works: Conversational AI increases efficiency, reduces customer frustration, and ensures 24/7 availability, delivering a consistent, high-quality telecom service.
Chatbot building platform delivers advanced NLP capabilities, multilingual support, sentiment detection, and smart handoffs to cloud contact center. AI-powered assistant drafts replies, surfaces knowledge, and keeps responses consistent with your brand.
6. From scattered data to informed business decisions
MVNOs have tons of data, but the real win comes when they use it to make smarter, faster decisions that improve service.
Legacy system: Telecom companies collect vast amounts of data that often goes unused.
New world: MVNOs apply data analytics and AI to identify patterns in usage, service issues, and churn risk. These data-driven insights help predict problems before they happen, such as detecting network congestion or identifying customers likely to leave.
Why it works: Turning raw data into real-time insights allows MVNOs to anticipate customer needs, improve service quality, and proactively reduce customer frustration.
By centralizing data in a customer data platform within CXOP, MVNOs gain a single source of truth that converts raw signals into insights and next-best actions. Performance dashboards then connect CSAT, time to resolution, and conversions to quantify service-driven revenue.
CUSTOMER STORY
How ComparTfon used data for better customer support
Using WhatsApp Business along with our customer engagement solution and cloud contact center, ComparTfon offered customers real-time guidance throughout their online shopping journey. Agents could see where each customer was in the purchase process, use data-driven insights to respond quickly to questions, and proactively prevent issues.
7. From “call back later” to instant verification
Verification shouldn’t take days. Customers expect it to happen instantly, securely, and in the same conversation.
Legacy system: Customers upload documents, wait days for validation, and call multiple times for updates.
New world: Documents like IDs and SIM registrations are processed in seconds. Customers can complete verification within the same session, reducing friction.
Why it works: Automation speeds up processes while enhancing security and accuracy. Quick verification builds trust, reduces phone calls, and improves the overall customer experience.
Infobip enables secure document capture on channels like WhatsApp and web, provides one-time passwords and two-factor authentication for step-up verification, and delivers real-time status notifications. Integrations with your KYC and vendor systems keep flows compliant and smooth.
8. From reactive problem-solving to predictive care
Great service is about spotting problems early and preventing them before they start.
Legacy system: Agents wait for complaints to arrive.
New world: Predictive analytics and AI forecast potential issues, like network congestion, plan overages, or recurring billing errors, before they affect the customer. Agents can reach out proactively, providing solutions before frustration escalates.
Why it works: Predictive care transforms customer service from reactive to proactive. By reducing incidents of dissatisfaction, MVNOs improve customer satisfaction scores and strengthen brand loyalty.
Use our customer engagement solution to trigger proactive notifications (usage caps, roaming offers, payment reminders) on preferred channels. Combine with AI to prioritize high-impact outreach in real time.
9. From one-size-fits-all to community-driven innovation
The best ideas often come from the people using your service. Listening turns feedback into real growth opportunities.
Legacy system: Products and services are designed in isolation from the customer.
New world: MVNOs engage customers as co-creators. Feedback loops, surveys, and interaction data inform product development. This approach allows the creation of tailored bundles for niche audiences or specific demographics.
Why it works: By understanding usage patterns and preferences, telecom companies innovate with relevance. Customers feel heard, and businesses identify cross-sell opportunities while improving service quality and satisfaction.
Run NPS or CSAT surveys over channels like SMS, WhatsApp or email, manage loyalty program messaging, and localize flows. Feed insights back into customer data platform to refine segments and journeys that improve customer experience.
10. From doing enough to continuous experimentation
In telecom industry, standing still means falling behind. The most successful MVNOs test, learn, and improve every single day.
Legacy system: Telecom service is considered complete once it’s functional.
New world: MVNOs constantly test emerging technologies like AI, chatbots, augmented reality troubleshooting, or advanced analytics, dedicating resources to innovation while balancing daily operations.
Why it works: Continuous experimentation ensures the company stays ahead of industry trends, delivers superior service delivery, and enhances customer experience. It’s how telecom customer service evolves from a cost center into a cost effective growth driver.
No-code builders, sandboxes, and A/B testing in our customer engagement solution and chatbot building platform let you ship improvements weekly. Global reach, security, compliance, and fraud prevention give you a safe base to innovate at speed.
The Infobip advantage: Supporting MVNOs in driving growth through CX
MVNOs have the agility to set a new standard for telecom customer experiences:
- Deliver consistent, real-time customer interactions
- Reduce churn while increasing customer lifetime value
- Transform contact centers into intelligent engagement hubs that drive loyalty and efficiency
- Turn the entire customer journey into a scalable profit center by monetizing every interaction through personalized upsells, cross-sells, and value-added services
Infobip is the strategic partner behind that transformation. Our CXOP platform integrates automation, AI, and human expertise in one scalable solution for telecommunication companies.
Beyond resolving issues faster and delivering personalized care at scale, MVNOs use our platform to expand their product offerings, co-create tailored CX solutions, and generate new CPaaS revenue streams through direct sales or marketplaces. This approach turns every customer touchpoint into an opportunity for sustainable business growth and increased profitability.
