Traditional customer care channels such as call centres and IVR systems tend to be frustrating for the user and are extremely expensive to operate. CSP’s can reduce operating costs, increase ARPU and significantly improve customer experience and satisfaction by implementing self-care service on-device.
Bringing highly personalised self-care features to feature phones, smartphones, tablets and other interactive screens, Momac solve the complexity of delivering personalised, interactive self-care across multiple channels.
USAGE DASHBOARD AND ALERTS
With an ever-increasing number of products and services available to the consumer, and the often-complex data plans being adopted as operators roll back on flat rate data tariffs, pricing transparency is a critical element in overall customer experience.
Subscribers on a data bundle or pay-per-MB tariff need to know exactly how much data has been used and how much they have left in their allocation before triggering further charges. A recent US Federal Communications Commission (FCC) showed that 17% of American subscribers had experienced bill shock. A lack of transparency in operator charges has a negative impact on customer experience and reduces future spend on data and other value added services.
Momac’s solution tackles bill transparency by providing a complete and real time view of all charges for both pre and post pay subscribers, including:
- Current monthly charge (post-pay)
- Usage and cost of voice, data and texts in current billing cycle
- Remaining voice, data and texts in tariff bundles
- Remaining credit (pre-pay)
Momac provides a simple, visual ‘dashboard’ to allow subscribers to monitor their usage in real time, on any device, via browser or on device application. In addition to the basic usage dashboard, subscribers can set alerts (sent via SMS or push notifications) to notify them when they reach predefined limits. Alerts can also be triggered by the Mvolve platform, based on CSP defined criteria. For instance, alert when user is roaming, or alert when usage is 200% higher than the average of the last 3 months etc.
PERSONALISED HELP ZONE
Mvolve can create subscriber profiles based on information gathered directly from the Mvolve platform (device, usage, surveys/questionnaires) or in combination with data provided by the CSP. These profiles are then used to create a list of FAQs tailored to the individual subscriber, as an integral part of the self-care/management section. FAQs could be related to the type of services used, type of device, current network bearer even the age or sex of the subscriber.
WI-FI FINDER AND OFFLOAD
Wi-Fi offload is being considered by most mobile operators as a means of reducing strain on 3G and 4G networks. Momac provides operators with an opportunity to present Wi-Fi offload options directly from their mobile device or tablet. By combining location, subscriber profile and Wi-Fi presence, operators can target subscriber types with off-load suggestions when the subscriber is in range of a qualifying Wi-Fi hotspot (at home or work, for instance).
PERSONAL DATA CONTROL
Big data is providing CSPs with options to open new revenue streams by allowing 3rd parties to access valuable subscriber data such as location, presence, demographics and even personal details including subscriber name and address. Naturally, there have been questions raised around privacy and how operators will be able to retain their high levels of trust with the consumer. The self-care interface can play a key role in the big data model by providing subscribers with options to control the usage of their personal data.
- SLASH CALL CENTER COSTS
CSPs are seeing huge reductions in inbound calls to call centres. In some cases up to 20% in reduction
- EASY INTEGRATION
Momac's self-care solution is powered by Mvolve, the cloud-based multi-screen platform. One integration between Momac and a CSPs' OSS/BSS systems can power mobile, web and tablets
- NO MORE BILL SHOCK
Live updates, specific roaming interfaces and push notifications deliver a superior customer experience, without fear of unknown spending
- UP-SELL / CROSS-SELL
The self-care interface is the perfect location to catch users' attention and propose on-the-fly, personalised offers and promotions
Momac's core technology uses advanced server-side device detection to render interfaces according to the device type: feature or smartphones, tablets, and potentially iTV, web and other connected device
- TOOLS FOR MARKETING STAFF
Our solution comes with the Mvolve Interface Editor, a powerful mobile CMS designed to address CSP-specific needs, enabling operators to edit and publish updates to the self-care interface without technical knowledge