Fix the Digital Experiences That Are Costing You ubscribers

Customers know exactly where your app, portal, and self-service tools break down. TheySaid's telecom user testing platform watches real subscribers navigate your digital experiences in real time to find friction points that drive support calls, churn, and missed upgrades.

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Why Telecommunications Companies Choose Telecom AI User Testing

Acquire More Customers by Removing Friction From Your Sign-Up Experience

Prospective subscribers evaluate your brand before they ever speak to sales or walk into a store. TheySaid captures where your plan comparison pages create confusion, which options overwhelm rather than clarify, and where the online sign-up flow loses customers to a phone call they did not want to make.

Reduce Churn by Fixing What Frustrates Subscribers Before They Leave

Subscribers who cannot manage their account online, understand their bill, or resolve a service issue without calling support do not always complain. They switch at the next contract renewal. Telecom usability testing surfaces the self-service friction that erodes satisfaction long before it becomes a cancellation.

Deflect Support Calls by Making Self-Service Actually Work

Every support call that originates from a confusing app or portal is a cost your digital experience created. TheySaid identifies where subscribers abandon self-service and reach for the phone instead, giving your product team specific, prioritized fixes that reduce support volume without reducing service quality.

Launch Better Digital Experiences by Validating Before Release

Telecom UX testing before a major app update or portal redesign catches the usability problems that generate a surge of support tickets on launch day. TheySaid lets you test with real subscribers before rollout so you fix issues while changes are still fast and inexpensive to make.

Understand How Your Digital Experience Holds Up Across Every Customer Segment

Prepaid customers, postpaid subscribers, small business accounts, and enterprise clients interact with your digital tools in very different ways. Telecom customer journey testing across segments reveals where a single interface creates very different experiences depending on who is using it and what they are trying to accomplish.

How Telecommunications Teams Use Telecommunications User Testing

Self-Service Portal and Account Management Testing

Watch real subscribers attempt to pay a bill, change a plan, add a line, or update their account details without calling support. AI captures where navigation fails, which tasks require more steps than subscribers expect, and where unclear labels send users down the wrong path.

Plan Comparison and Upgrade Flow Testing

Understand whether subscribers can find the right plan for their needs and complete an upgrade without assistance. Telecom digital experience testing at this stage reveals which plan features are unclear, where pricing presentation creates confusion, and what information subscribers need before they feel confident enough to commit to a change.

Mobile App Usability Testing

Test how subscribers complete core tasks in your mobile app: checking data usage, troubleshooting connectivity, managing devices, and contacting support. Telecom app usability testing captures where the mobile experience creates unnecessary friction and which tasks push subscribers from the app to a phone call.

Onboarding and Device Setup Testing

See how new subscribers navigate SIM activation, device setup, and their first interactions with your customer portal. AI identifies where instructions are unclear, which steps generate the most confusion, and what would have prevented a subscriber's first support call.

Bill Presentation and Payment Flow Testing

Watch subscribers read their bill, understand charges, and complete a payment. Telecom user research at this stage surfaces whether itemized charges are legible, whether promotional credits are clearly explained, and where bill confusion is driving unnecessary calls to your billing support team.

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See what customers say about our AI user testing platform

"Implementing TheySaid has led to a 5-10% increase in qualified leads from our existing customers in just a few months while reducing churn. The results speak for themselves."

Alex Farmer

Chief Revenue Officer @ Nezasa

"TheySaid's AI Surveys helped us step up our insight gathering game. It's smarter and more engaging for customers."

Maggie C.

VP, Product Design @ ClickUp

"How did TheySaid AI come up with such great question recommendations? These are questions that our teams really want to know and discussed internally a lot. I am impressed!"

Brook P.

VP, Marketing @ DX

"Integrating TheySaid has been a game-changer. We've seen a 5-10% decrease in customer churn with an increase in upsell opportunities since its implementation."

Srikrishnan Ganesan

Co-Founder & CEO @ Rocketlane

"Really easy to use and I think this might be one of the best ways to engage with your customers! Platform will really boost your customer engagement."

Danny L.

Co-Founder

FAQ's

Can we test with our actual subscribers rather than generic research panels?

Both. Share test links directly with your subscriber base through email, in-app messages, or account portal prompts. Or recruit from TheySaid's panel with targeting by plan type, device preference, usage behavior, and account type to reach the specific subscriber profiles your research needs.

How does TheySaid help reduce support call volume?

TheySaid identifies the specific self-service tasks where subscribers abandon the digital experience and reach for the phone instead. AI surfaces which steps cause the most drop-off, what subscribers were trying to accomplish, and what would have made the self-service path clear enough to complete without assistance.

Can we test both our web portal and mobile app?

TheySaid supports browser-based testing on desktop and mobile web. For native iOS and Android app testing that requires recording within a downloaded application, TheySaid is not yet supported on those platforms. Mobile web versions of customer portals and account management tools work fully today.

How quickly can we get results before a planned portal or app release?

Most telecom teams see meaningful patterns within 24 to 48 hours of launching a test. Running research two to three weeks before a planned release gives your team enough time to act on findings and validate fixes before the update goes live.

Can we test the same flows across different subscriber segments to compare experiences?

Yes. Run separate test plans for prepaid, postpaid, and business subscribers completing the same tasks and compare how the experience differs across segments. Telecom customer experience testing across account types often reveals that interfaces that work well for one segment create significant friction for another.

How does TheySaid capture why subscribers churn rather than just that they churned?

Structure test sessions around the moments that precede churn: bill confusion, failed self-service attempts, plan change friction, and cancellation flows. AI moderates conversations that surface the specific frustrations subscribers experienced and what would have changed their decision, giving your retention team direction rather than just data.

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