Posted On: December 27, 2016, By: Rishu Kapoor514 Views
Mobile self-care solutions have become a proficient method for telecoms to improve customer experience, while minimizing the cost to serve. Moreover, operators can gain more revenue by increasing customer engagement and promoting other services with a mobile self care application. Thus, a self-service tool brings multiple benefits to the users, while creating more business opportunities for service providers.
How a Self Care Application Helps Telecoms?
Today, telecom companies are facing a fierce competition in the industry, both from their established competitors and from new MNOs & MVNOs. Operators need to develop good relationships with existing subscribers to manage churn and attract new business. They can do this with a customer-oriented approach for support and service, making it easy for the users to find resolutions and improve first contact resolution rate.
Self-service solutions prevent users from long queues of call centers with quick resolutions via a knowledge base on website or in-app assistance. Allowing customers resolve simple queries on their own is the easiest method of improving customer experience. For instance, mobile operators can deploy a mobile selfcare application to help users view & pay bills, update personal details, reset password, and change plan without calling a human support agent.
Some Lucrative Use Cases
Digital interactions contribute to more than 35% of all, and if they continue to grow at the same pace, will surpass voice interactions in 2 years, as per the Dimension Data’s 2015 Global Contact Centre Benchmarking Report. This trend will further drive the demand for self-care solutions, making more data available to the service providers.
Operators, with access to such a huge data, can effectively predict consumer demands and deliver value services. There are many use-cases, where a mobile self care application serves as a useful, revenue-generating tool.
In short, self-service solutions offer several lucrative opportunities to telecom companies. Along with the benefits of better customer satisfaction, loyalty, operators can improve subscribers engagement and business revenue with mobile self care apps.