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Why Mobile SelfCare Application Fails to Deliver Quality Support?

Though customers prefer digital selfcare services, a mobile selfcare application fails to deliver quality service due to various reasons, as discussed here.

Support over call is a lengthy, cumbersome process, which is one of the reasons why digital self-care services are more preferred. Among various digital channels available, virtual agent within a mobile selfcare application is the most sought-after option.

For telecom operators, digital self-care brings various benefits, in terms of customer satisfaction, brand value, as well as revenue. But, many service providers fail to reap the full potential of their virtual agents, due to one or the other challenge. In their race to deploy more number of customer support channels, most of the businesses are failing to deliver the required level of consistency.

Few of the reasons, why virtual assistants fail to deliver the desired service quality, are discussed below:

Lack Visibility: With a self-care assistant on mobile, customers wish to find resolutions easily. When users face struggle finding helpful resolutions on such apps, they prefer migrating to another channel for help.

Inconsistency with Other Channels: Though omni-channel is the latest buzzword in the customer support industry, most virtual agents fail to adhere. Inability to sync updates about user data, services, and other information, across multiple channels impacts the efficiency of a mobile selfcare application to a great extent.

Impersonal Support: Customers are likely to discuss off-the-track issues, which pre-defined script of digital agents fail to respond in a humanly manner. This creates a lack of 2-way conversation, which compels customers to quit virtual self-care channels.

Instant Resolutions: Fast-paced connected lifestyle has raised customers’ expectations of instant resolutions from digital self-care assistants. But, most of the apps drive users to other channels, failing to meet these expectations.

All the issues discussed above collectively contribute to a great pushback for virtual self-care assistants, but fortunately, these can be repaired/corrected. Having access to rich customer data, insights, operators can deploy a smartly built mobile selfcare application that learns from consumer behaviors and grows with time.

KocharTech, “The Connected Consumer Solutions Company”, based on its experience of over 12 years delivering support services, has designed and developed device management solutions. Intelligent Virtual Self-care Assistant is a part of our self-care solutions for telecoms, to enable effective digital self-care. We have been serving 5 out of the top 25 Global Operators with our integrated device and knowledge management, and self-care solutionsBusiness Management Articles, helping them grow successfully.


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Tarundeep Singh is an experienced professional in Telecommunications industry. He has written several articles related to mobile self care application & self care solutions.

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