Reduce Mobile Data Support Costs
To maintain profitability around mobile data services, you need to find ways to improve FCR and reduce the resources needed to solve subscriber problems. Crucial to success is the ability to see each customer’s unique experience in real time and make this information accessible to your customer service teams.
The Now Factory’s Customer Experience Management (CEM) solutions provide the right information at the right time. We provide a holistic view across applications, devices and locations, giving your customer service team the most in-depth and accurate understanding of the customer experience, which they can quickly act on to resolve issues.
With accurate and real-time data, you can empower your customer service centres with the right information to resolve more calls more quickly, achieving market differentiation and strategic advantage. A more comprehensive and personalised support service will help reduce churn and improve customer loyalty while new business models can be developed with third-parties to deliver superior customer service.
The explosion in mobile data applications is driving the personalisation of services that create a more individual user experience. This leads to a wide variety of highly individual support issues that have to be resolved. If the range and complexity of helpdesk calls are not dealt with satisfactorily, they can create a gap between you and your customers, leading to potential churn and loss of revenues.
There is a growing need to deal quickly and effectively with customer calls that involve a complex mix of elements, including smart devices, different operating systems, OTT services, and multimedia content from diverse web sites.
The challenge is to reduce service calls and improve First Call Resolution (FCR) while delivering the best customer experience. Customer support teams must be able to tackle service issues quickly while promoting greater profitability and customer satisfaction.