A mobile selfcare application helps telecoms grow, but to deliver a differentiated customer service, telecoms should consider few vital factors, as discussed.
Self-service, the latest trend for customer support in the telecom sector, is not a new concept. During the 1950s, telecoms observed a radical shift from use of switchboard operators to direct dial for customers. And now, you can use a mobile selfcare application for a better control and to save both time & money.
Self-service is gaining hype with mobile apps enabling self diagnostics and healing for service related issues on user devices. These applications serve as a better alternative for operators as well as consumers, as they enhance customer experience with lower support costs.
Also, users are showing higher interest in using an application from their service provider rather than reaching their support agent. Gartner reports 85% of customer service interactions to occur without human interference. This points to the increased use of selfcare services, and digital support agents.
However, CSPs (communication service providers) should take care of some vital factors, before delivering a mobile selfcare application to support their subscribers, as listed below:
Know How Such Apps are Used: The frequency of use of existing self-service apps is quite low. This trend highlights the need to create awareness or add more features, to make them a more compelling and preferred choice among users.
Understand & Meet Consumer Needs: A self-service tool, irrespective of the delivery channel, should offer useful features to end-users. Some of the self service app features that consumers in the telecom industry are more interested in include troubleshooting, billing issues, usage tracking, ability to control & modify device settings/data plans, and security features.
Right Platform for App Promotion & Distribution: Non-awareness about self-service apps is a major reason for lower frequency of use. So, operators need to find and target appropriate channels for app promotion, in order to increase awareness among their subscribers.
Moreover, with numerous security issues over third-party platforms, telecoms should deliver their app through the official app stores only to increase downloads.
Deploy Single Multi-Purpose App: Users are more likely to download and use an app that serves multiple purposes, like option to view plans, details, and/or offers along with self-service features.
Other industries have also tried and succeeded with self-service support solutions for their customers. For instance banking industry observed a rise in adoption rates for different services after deploying a mobile selfcare application. Enabling such a solution can help telecoms improve on customer experience & loyalty, raising business value and revenue.
KocharTech “The Connected Consumer Solutions Company” offers feature-rich self diagnostic and healing application as a part of its comprehensive self-care solutions for telecoms. With an experience of servicing 5 out of the top 25 Global Telecom operators, for over 12 years, we have managed to build robust, and custom-tailored solutions for our clients, helping them foster a loyal base of subscribers, and grow successfully.
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