With customer service emerging as a brand differentiator, a mobile selfcare application is a great solution for MVNOs to gain more brand value & subscribers.
For MVNOs to be successful in today’s competitive market, strategic approach with innovative customer support solutions is essential, in addition to the desired services. With mobility services (calling, messaging, & mobile data) as the core business of an operator, deploying a mobile self care application marks the right step in creating an enhanced customer experience.
A self care app helps MVNOs significantly in better management of services. Here are some of the key benefits:
Manage Churn: A self care app enables users to solve their product/service-related issues on their own with less reliance on support agents. This helps operators get happy and satisfied subscribers in addition to reduced support request volume & cost. Satisfaction moves through loyalty to brand advocacy, minimizing chances of consumers ditching their current operator.
Tefficient’s industry analysis report #1 for 2015 states that mobile operators spend an average of 15-20% of their revenue on customer acquisition and retention.
Improve Customer Retention: A mobile self care application raises the quality level of customer support services delivered by MVNOs. This contributes to a higher customer longevity rate and correlates to a better average value per customer. Hence, telecom operators are able to improve on customer retention and minimize the loss of business due to dissatisfied customers.
More Revenue: Alongside offering self service options, the app can also be used as an effective marketing tool. Telecoms can analyze user data and preferences to push value added services or other products, as per user interest to generate more business. As per Ovum’s report, global mobile subscriptions will grow by a CAGR of 4.2%, moving up from 6.7 billion (end-2013) to 8.5 billion (end-2019). This justifies huge opportunities for MNOs & MVNOs, which you should work on, to reap the benefits.
Greater Brand Value: Drive user engagement for your brand by deploying a self service portal on mobile with improved customer experience and loyalty. These loyal subscribers, in turn, advocate the brand and help improve the market value through the word of mouth marketing.
Delivering efficient MVNO solutions is a vital aspect of a mobile self care application that operators can deploy. Being potentially strong, this service doesn’t suffice to meet consumer expectations individually and should be combined with other solution aspects as well.
KocharTech “The Connected Consumer Solutions Company” offers comprehensive self care solution that combines on-device self care apps with self care diagnostics, picture guides, and SIM solutions, to enable self service solutions as a whole, for telecoms to deliver a successful service. The organization is successfully designing & delivering self care solutions, integrated with device management and knowledge management for MNOs and MVNOs, also servicing 5 out of top 25 Global Telecom operators and helping them grow successfully, since the last 12 years.
Deploy MVNO Solutions Effectively to be the Perfect MVNO
With new challenges in the telecom industry, MVNOs should invest in Support Solutions for MVNO to differentiate among others and gain business success.
What makes Outsourcing to India beneficial for businesses?
The article describes the reasons to the reasons that make outsourcing to India beneficial for businesses.
Should you outsource app support or keep it in-house?
So you have decided that, you will provide in-app customer support. Question is whether to outsource app support or keep it in-house?
