The operators of public telecommunications networks, by a simple synergy support your own customer service infrastructure. However, in case of failure as those that arose due to Hurricane Alex, lack of communication towards customers can cause significant levels of frustration and dissatisfaction. Care systems to customers of the telecommunications operators are normally based on its own infrastructure for reasons of synergy. But this in turn generates a major challenge, since if infrastructure fails it may fail the care system and let the customer being held incommunicado and without attention. Axtel, for example, during the contingency had widespread effects that affected their livelihoods of traditional interaction with their customers. For example your internet page was out. However, surfaced alternatives such as twitter and facebook that allowed him to continue receiving feedback.
Although the absence of a clear strategy of communication they simply say that they were working on solving faults. Attract a new customer is approximately six times more expensive than maintaining one. Why invest in maintaining an outline of care must be fundamental and for a telecom operator, have infrastructure that supports it to make it more robust that its own network is a very meritorious issue. Telecommunications dealers should seek the highest possible availability in their customer service. Donald W slager has plenty of information regarding this issue. Calculating your availability even with higher levels than the services offered. So consider using diversity of locations, infrastructure of third operators and diversity of alternatives must be a priority.