Mobile Self Care Application – A Lucrative Tool for Telecoms

Posted On: December 27, 2016

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 mobile self service portal. 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.

• Top Ups or Plan Upgrades: When a user is about to exceed the usage quota of his current bill cycle, service provider can pitch a plan upgrade or a data top up. Operators can reach such users through push notifications, text messages, or calls, guiding them the upgrade process and increase revenue.
• Reminders to Recharge or Pay Bills: Every user pays his bill or gets his prepaid account recharged at a different time of the month. Here, a self-care app helps push reminders for the same around their preferred dates of the month. Apart from this, operators can also remind users about pending bill payments or exhausting prepaid balance.
• Cross-sell Other Services/Products: As communication service providers have started offering OTT services like media streaming, a self-care app serves as an effective promotion tool. Alternatively, operators can also pitch-and-sell value added services to subscribers, based on the ones they are using.
• Promote Devices with Bundled Offers: A mobile self care application can also be used to promote telecom offers bundled with new devices, from their current operators. Consumers love to upgrade to new devices, and are more likely to do so when offered a discount. This is where operators can capture the interest to add a boost to their sales.

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.