Boost Revenue & Customer Loyalty with Mobile SelfCare Application

Generate more revenue along with reducing support costs and gaining customer loyalty with a mobile selfcare application for your telecom services.

The self service trend has observed a rise in the customer service segment of telecom and other industries. More customers today prefer to resolve issues on their own, and consider a brand more valuable, if it offers a mobile selfcare application. The ability of users to get more control over the services and devices they use justifies the growing interest in self service options from customer service providers.

While connected devices and internet have emerged with an idea of making lives easier, but the complexity of the ecosystem makes things frustrating and confusing at times. Earlier customers used to contact support agents to get their problems solved, but digitization has changed the users’ preference to mobile self service solutions.

According to a report published by Parature, titled “2015 Global State of Multichannel Customer Service”, 90% customers expect a self service option from a brand. The same report stated that 60% customers favor a brand with a mobile-responsive self-service option. Mobile self care brings an effective, quick, and more satisfying option than the traditional on-call customer support.

Why Self Care is Gaining Hype?

Not only customers, but service providers are also increasingly adding self service options to their offerings, to ensure better customer experience. Various self help tools available today allow customers to diagnose & troubleshoot performance issues on their own, with a personalized and contextual experience.

Some of the reasons why customers consider self care more valuable, because it is:

  • Flexible
  • More convenient
  • Autonomous
  • And, enables anytime support

A mobile selfcare application allows users, to address issues from anywhere, using the most convenient channel. New technologies are further working to deliver a consistent customer support, allowing users to switch to and from agent-assisted channels, as per their convenience.

Some of the benefits of a operator self service option for service providers include:

  • Lower costs of interactions with end-users
  • Ability to gather more data about customers
  • Enabling a more personalized customer experience.

All these benefits combine to ensure better customer retention, increased revenue and a better brand value in the industry.

Additional Revenue Opportunity for Operators

Along with personalized customer service, telecom operators can monetize self care apps to earn more revenue, as per expert opinion by Openmind Networks’ CEO, Alex Duncan.

As per the opinion, traditional business models in the telecom industry haven’t changed for years in the Europe. With the commoditization of voice, SMS, and mobile data services along with tightening EU regulations, telcos have started exploring new options to engage customers, improve loyalty, and earn revenue. But the expensive infrastructure and implementation delays restrict operators to gain an edge over competing OTT players.

An Ovum report predicted revenue drop in the Western Europe telecom markets, measured at a negative CAGR of 1.7%. The market revenue is predicted to drop by $15.3 billion from 2013 to 2019.

With that, operators need more cash flow to tackle the declining revenue from voice, SMS, and mobile data services. Mobile self care apps bring an affordable option to generate gradual revenue streams, with negligible tweaks to the existing infrastructure. With the app installed on the subscribers’ phone, this can act as a brand-enabler for telecoms, allowing them to send interactive push notifications instead of traditional messages.

Moreover, operators have better customer analytics data in-hand with self care apps, which can be used to offer more relevant discounts and promotions. Thus, a dedicated self care app brings an additional revenue opportunity with new business models. This will not only benefit operators, but also organizations and brands that rely on telcos to promote their business through SMS.