As a wireless provider, your customers are your most valuable assets. Understanding the quality of their experience while on your network is critical in determining if they are happy customers. But how do you understand and measure the quality of experience that your customer receives? Market research? Drive tests? Satisfaction surveys? You now have a better option; the MyMobileCustomer SmartClient Solution.
Customer Experience Measurement
Visualize Your Customers' Experience!
MyMobileCoverage℠ delivers crowd-sourced insight into where, when, why, and how often customers experience poor coverage and even how your customers “feel” about their service levels. The MyMobileCoverage℠ solution allows customers to communicate coverage problems from their device to their wireless provider as they occur. This communication provides wireless providers valuable insight into a customer’s level of satisfaction, as well as reinforcing to the customer that he is valued by his provider. Never before has there been a way to gain visibility into a customer’s real-time, real-life mobile experience.
CustomerCare
When a customer calls in to the customer care department because of a bad call experience (or multiple bad experiences) the customer care representative tries to help using limited information about the customer provided in the billing system. But what if customer care had instant access to the customer’s coverage experience profile; dropped calls, failed calls, slow data speeds, poor signal quality? What if they knew the precise time, locations, and frequency of these network events as well as the impact to the customer and comments from the customer regarding each event? What if customer care was alerted to these events as they were happening and pro-actively reached out to customers before they called in for help? Would that transform customer care? Yeah, we thought so too.
TroubleTweet
With the booming success of social media platforms such as Twitter and Facebook, customers are migrating to social media to make their voices heard with the businesses that they interact with most, and their wireless providers are no exception. However, when a customer “tweets” a service issue to his carrier, there often ensues a lengthy follow-up process in order for the representative to “troubleshoot” the event―device type, operating system, battery life, precise location, nature of issue, etc. Customers, discouraged that resolution is not immediate, will often disengage, leading to more frustration and less resolution.
MyMobileCoverage℠ unique TroubleTweet feature allows the customer to reach customer care on a whole new level. With TroubleTweet, when a customer has an issue with their wireless coverage, such as a dropped call or a data outage, the customer can simply utilize the TroubleTweet function to geo-tag their event and send a packet which includes all the pertinent characteristics of that event directly to their wireless provider via their choice of social media. The customer care representative managing that social media account can view the event and its characteristics, including specifics such as location, device type, and event type, thus streamlining communications with the customer and achieving resolution more efficiently than ever.
Network Operators:
