Why telecom customer service needs online communities: 5 powerful benefits

Telecom customer service refers to the support and assistance that telecommunications companies provide to their customers. This can include help with setting up services, troubleshooting technical issues, resolving billing concerns, or answering product-related questions.

Traditionally, this support was delivered through call centers, in-person visits, or live chat. But as customer expectations have evolved, so has the definition of service. Today’s customers want faster, more flexible options — especially telecom self-service tools that allow them to solve problems on their own, anytime, anywhere.

That’s where online communities come in. These digital platforms are becoming a cornerstone of self-service in telecommunications by enabling customers to:

• Find answers through peer-to-peer interactions

• Share tips and experiences with other users

• Collaborate on solutions without waiting for an agent

By embracing this community-driven model, telecom providers can enhance customer satisfaction, reduce support costs, and deliver service experiences that align with modern expectations.

Leading platforms like Khoros Communities make it easy for telecom providers to deliver this kind of seamless, always-on support.

Today, telecommunications companies face a rapidly evolving landscape where customer expectations are higher than ever. Creating and maintaining online communities is one of the most effective tools for addressing these expectations in a timely way. These communities enhance customer service and build stronger, more transparent customer relationships.

Here are five reasons why building online communities is crucial for improving telecom customer service.

Modern telecom customers expect multiple support channels. An online community empowers them to resolve issues independently through peer support, archived discussions, and guides — without relying solely on telecom customer service agents. Giving customers this option is increasingly essential, as 88% expect brands to offer self-service.

For many customers, an online community becomes the primary source of issue resolution. However, customers may still prefer to use chat or phone agents for more personalized or complex issues. Integrating community messaging, bots, AI, and syndicated content for mid-level complexity inquiries can provide a more seamless experience.

Example:

Sky features syndicated community discussions within its website navigation area and at the bottom of all help articles. If an article isn't helpful, customers can explore the trending community content related to their inquiry or directly contact an agent for more assistance.

Telecom brands must establish well-defined customer pathways that fully integrate their online community, ensuring no customers are left behind.

Communication service providers occasionally face service outages and other high-volume events, making it crucial to communicate swiftly and effectively with their customers. Whether it's an unexpected internet or mobile service disruption or longer-than-usual wait times to speak to a service agent, customers tend to flood digital channels seeking answers and resolutions.

An online community offers a platform for one-to-many messaging, allowing companies to disseminate information quickly and efficiently. Instead of customers feeling isolated or in the dark, they can turn to the community to find answers, share experiences, and support one another. Well-run online communities not only ease the burden on customer service teams but also foster a sense of transparency and trust. When customers see a brand actively engaging and providing real-time updates during critical times, it can help combat skepticism and strengthen customer loyalty.

With built-in moderation tools and announcement features, Khoros helps providers keep customers informed in real time, even during peak demand.

Many telecommunication providers offer a wide range of services — broadband, mobile, TV, and streaming. A centralized online community streamlines support for all products in one place. This community becomes a hub where all customers can seek help, no matter their product or service. Over time, the community evolves into a living knowledge base filled with user-generated content, tips, and solutions that can assist customers for years to come.

A single, easily accessible place for customers to find answers simplifies the customer experience. It also reduces the need for repetitive customer service interactions, as members can often find answers to similar questions already resolved within the community.

One of the most valuable aspects of an online community is the organic feedback loop it creates. Customers can easily report issues or outages within the community, often becoming the first to alert a company when something is wrong. This feedback is invaluable for product teams, who can monitor the community for recurring issues or concerns that may require their attention.

Appointing super users within the community — passionate customers who actively contribute and engage — can further enhance this feedback loop. Sometimes, these members work directly with product teams for additional customer testing and feedback. Additionally, the sentiment and input gathered from the community provide a treasure trove of insights that can help brands improve their offerings and ensure their customers’ voices are truly heard.

Example:

SMARTY, the leading mobile service provider, takes customer feedback a step further. They created an ‘Ideas’ portal within the community to enable customers to share their creative suggestions for new product features. Creating an open dialogue for direct feedback can lead to product innovations and a sense of ownership and inclusion with customers.

Launching an online community for telecom companies can drive significant improvements in the areas that matter most to leaders and stakeholders.

Some critical advantages for telecom companies from real-world examples include:

• Call deflection: For example, Bell Canada deflects 300K agent calls annually to a community

• Reduced customer support costs: Sky saves £750K from syndicated community content alone

• Increased customer satisfaction and retention: TELUS boasts a 98% customer satisfaction rating from its community

• Opportunities for acquisition, upselling, and cross-selling: SMARTY’s community propels 1.6% of all visitors to its online store and ranks first in acquisition and engagement compared to other European telecom companies

As customer expectations evolve, telecom companies must meet demand with smarter, more scalable service options. Online communities are no longer a “nice to have” — they are a strategic asset for any brand looking to modernize its customer service.

With Khoros Communities, telecom providers can launch branded, self-service hubs that reduce support costs, deflect calls, and keep customers engaged — all in one place.

Build a smarter support experience with Khoros. To learn more, schedule a demo today.