Many new devices are coming to the market on daily basis. Today, every customer wants to have full control over their mobile services. They want to explore their device to the fullest and navigate through each and every feature their handset offers. From mobile banking to mobile shopping, the consumers demand experiences similar to the ones they have on the PC. Also, nothing could be more user friendly than a self-care solution through which customers can resolve the devices issues on the spot. Usually, customers look for the methods and ways by which they can have instant access to their personal profiles and account information on their own. To fulfil their requirements, a convenient, easy to operate and fast self-care solution is needed. In order to achieve high-quality customer experience, telecom operators are now offering new feature known as Mobile self care solutions.
These solutions provide several benefits to both Telecom operators and customers. Mobile self care solutions increase the customer satisfaction and reduce the calls to call centres thereby decreasing the expenses of the company. Once the application gets installed, users can avail these services anytime and anywhere. Self-care applications have also proven out to be a great tool for marketing. It helps in up-selling and cross-selling of the products and services like voice, SMS and data plans where the users are offered with variety of options.
Many self-care solutions are available in the market at both SIM level and Application level. Self Care SIM Tool Kit gets integrated easily in the handset as soon as the programmed SIM is inserted into a mobile. Customers can also install more feature-rich applications in their handsets after the self-care service has started. These self-care applications help the users to resolve their device problems themselves instead of calling the help-desk for the basic queries. Though, these help-desk services are also available all the time to resolve the customer queries if the problem persists.
Benefits of Self-care applications:
• Customers become their own product managers conveniently and easily
• Subscribers benefit from all the functionality they get from the website, while taking advantage of the convenience of mobile
• Increased customer loyalty
• Reduced call centre costs
• 24*7 availability for enhanced customer experience
• A mode of up-selling and cross-selling
These self-care solutions come with a number of applications. Some of the features provided by self-care application are:
• Account Management
• Accessing and purchasing voice, SMS and data plans
• Policy control
• SIM activation
• Parental control
• Alert services
• Wi-Fi finder and offload
• Personal data control
• Map to locate stores
• Bill Summary
• Reporting problematic issues
• Online top-ups and payments
• Easy access to information about new services and products available
These were some of the features that are incorporated in the self-help applications. The number of features also depend upon the company’s requirement and as it desires. There are many vendors in the market that offer self-care solutions for Telco’s and enterprises. Anyone can search for these vendors online that offer quality service to its customers.
Source: kochartech.com
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