Operator Mobile Self-Care
Like most companies, mobile operators are focused on delivering the most effective customer service while keeping their operating costs low. The cost of customer service continues to rise while the demand increases. Operators are constantly trying to find ways to increase ARPU while minimize their capital costs. The mobile web is a perfect extension to today’s customer service delivery channels to accomplish both.
MobileAware’s Operator Mobile Self-Care solution allows subscribers to handle many customer care queries [e.g. view/understand/pay bill, check balance and top-up prepaid account, report a problem, FAQs, etc.] directly from their mobile device, delivering a higher level of customer care at a greatly reduced cost – and usually live within 6-8 weeks. Mobile CSS reduces ‘Tier 1’ call center queries, allowing live agents to focus on customer queries requiring agent intervention.
As a hosted solution requiring no on-device application, Operator Mobile Self-Care overcomes many of the internal, organizational barriers to rolling out new services inherent in most operators. A phased introduction of mobile self-care features initially focused on those requiring a minimal amount of an Operator’s marketing or IT resources to deploy, allows Operators to quickly begin realizing benefits including:
- A reduction in monthly customer care costs - adding mobile web self-care to an Operator’s mix of customer care channels can decrease monthly care costs per subscriber.
- Improved customer satisfaction and reduced churn – Operator Mobile Self-Care provides an attractive, intuitive customer care channel available anytime, anywhere allowing subscribers to quickly handle basic care interactions without the frustrations or delays that can lead to dissatisfaction and churn.
- Increased revenues through up-sell opportunities – Operator Mobile Self-Care can be used to promote and link directly to revenue generating services, offer service plan modifications, enable higher margin device-based prepaid top-up, and educate users on how to get the most out of their chosen mobile device.
With Usability exceeding that available from SMS, USSD and IVR channels, Immediacy not available by Web, Call Center, In-Store or Email channels, and Ubiquity not available by Smart-Clients based solutions, Operator MSC provides a cost-effective means of increasing an Operator’s Customer Life-Time Value.
Key Features
- Rich mobile website – no device software to install and manage!
- Complete and immediate support for every mobile device
- User Interface is dynamically optimized to maximize the subscriber’s experience on their particular device
- Consistent branding as existing website
- Extensible integration model to allow for integration with Operator and 3rd party data sources
- No change to Operator’s current IT infrastructure
- Cross-sell and up-sell capability
- Extensive reporting and analytics
- 24x7 customer access
- Multiple language support
