Telecoms
Customer service for telecoms
Handle data, airtime and network questions at volume, tell every affected customer about an outage at once, and manage complaints the NCC way.
Photo: MART PRODUCTION
What Texa handles for you
Texa answers what it can straight away, checks your systems before it speaks, and passes anything that needs a person to the right team.
- Data and airtime Bundle balances and failed recharges checked in your systems.
- Outages Reports of the same outage join one incident. One update reaches every affected customer.
- Network questions Texa tells customers what is happening in their area, from your incident updates.
- SIM and account changes Verified first, then passed to the right team with a ticket.
- Complaints Tracked with NCC timelines, including complaints escalated to the regulator.
- Every language English, Pidgin and Hausa, in text or voice notes.
In use
One outage, one update for everyone
Customers who report the same problem join one incident, and Texa keeps each of them informed.
How Texa answers
- No network in Ikeja since morning
- Texa AI
Sorry about that. There’s an outage in parts of Ikeja affecting calls and data. Our engineers expect it fixed by 4 pm today. I’ve added you to the updates, so you’ll hear as soon as it’s back.
- TEL-2208 Network outage, Ikeja 1,204 customers
Works with what you already run
Texa connects to your systems through connections you approve, and never needs a copy of your data.
- Your systems Bundle, recharge and account systems through their APIs or Texa Relay.
- SMS at scale Through Texa’s SMS account or your own.
- Your helpdesk Keep Zendesk, Salesforce or another helpdesk, and add Texa to it.
- Your processes Write how you handle each request in plain English, and test it before going live.
Built for the NCC
Complaints handled the way the regulator expects
Choose the NCC profile and Texa Desk sets up complaint types, timelines and escalation for you.
- Second level “With the regulator” for complaints escalated to the NCC, with its timelines.
- Do-not-disturb The do-not-disturb list is checked before every SMS and call.
- Reports Complaints made and solved, and the share within the promised time.
- Kept after deletion Complaints stay in the register without the customer’s details when they ask to be forgotten.
Texa Desk for other industries
Handle your busiest days calmly
Texa answers the common questions at volume, so your team can focus on the hard ones.
Photo: Yan Krukau