There have always been continuous transformations in consumer communication services owing to shifting preferences and demands of consumers. Emergence of advanced technology coupled with changing standard of living have also impacted the demand for consumer communication services. Currently consumers are depending upon smartphones & other devices for providing reviews, shopping, etc.
Altering Service Expectations have Boosted Utilisation of Communication Channels
With changing service expectations among consumers, they have commenced utilising variety of communication channels for meeting their requirements, and several organisations also have begun using scalable, intelligent, and automated technology-based consumer communication services. Working in integration with available services, consumer communication services support enterprises in improving customer services, and reducing risks of fraud. With the advent of modern technologies viz. social networking, smartphones, 4G, cloud, and so on are constantly altering ways of consumer behaviour which has compelled the providers of consumer communication services to increase their concentration towards value added services, technology infrastructure, and customer support services.
Ways of Consumer Support Services changed by Technology Engagement in Consumer Services
The growth of the global consumer communication services market is primarily attributed to excessive adoption of smart technologies by individuals. Technology engagement in consumer services have changed ways for consumer support services. Consumer communication services enable consumers in connecting with organisations on a real-time basis such as telecom providers are capable of managing appointment notifications, healthcare providers are capable of providing home care services, insurance companies are capable of updating consumers or claiming processing, and so on. Future Market Insights (FMI), in its report, has provided a detailed analysis on the global consumer communication services for the forecast 2017-2027.
Managing revenue expenses is a key challenge faced by the global consumer communication services market. Various services are being offered by OTT players which has made communication service providers to manage costly expansion of networks, fulfilling demands and requirements of its consumers. In addition, enterprises are focusing on deployment of their business applications on the cloud instead of purchasing heavy machines, unnecessarily increasing the operations of the consumer communication service providers.
New Policy Position by ACCAN
Rapid evolutions have been observed in telecommunication services. ACCAN- Australian Communications Consumer Action Network believes that economic opportunities garnered from being connected, and enhancements to quality life must be made available for all consumers. Discerning the future of consumer services in Australia has resulted into increased focus on consumer requirements, owing to which numerous developments in the infrastructure rollout and telecommunications market have come into operations. A consumer focus unveils various policy gaps to be addressed currently, which are discussed in new policy position of ACCAN- “The Connected Consumer”. Communication services have enabled consumers to perform various functions instead of delivering the value by themselves. Therefore, they must be judged on the basis of their utilisation and capabilities delivered by them.
Policy Position of ACCAN Provides Connected Consumes with Following Six Key Principles
- Availability of essential communication services for everyone. Consumers require guaranteed access to voice services and data.
- Targeted measures for low-income consumers, and communication services that are affordable.
- Applicable service standards for essential services. Quality standards must be applied to essential services. Access to information must be provided to consumers, on services for comparing providers.
- Access to essential services. Consumers of all abilities must have complete access to services.
- All consumers must be capable of engaging and benefitting from online services. Through their design and content of programs, service delivery bodies must support consumer engagements, and obtaining needed communication devices and plans for accessing services.
- Increase in digital literacy & empowerment. Consumers must be sufficiently skilled & confident in engaging online, and participating in transition to digital service delivery and information.
The information presented here is sourced from Future Market Insights latest report. A sample of this report is available upon request.
Author: Abhishek Budholiya is a tech blogger, digital marketing pro, and has contributed to numerous tech magazines. Currently, as a technology and digital branding consultant, he offers his analysis on the tech market research landscape. His forte is analysing the commercial viability of a new breakthrough, a trait you can see in his writing. When he is not ruminating about the tech world, he can be found playing table tennis or hanging out with his friends.
