Momac Analysys Mason webinar
As operators continue to seek ways to reduce opex, boost ARPU and improve customer experience, on-device self-service has the potential to allow operators to differentiate their services from those of competitors. This Webinar demonstrates how operators can reduce the number of calls to customer contact centres by as much as 20% and significantly increase ARPU by implementing mobile self-service channels.
Mobile services and end-user devices have become more complicated, increasing support costs for operators and leading to frustration for customers. In an effort to contain these costs while providing adequate customer service, self-service systems were introduced in the form of interactive voice response systems and PC-based web portals. More recently, a new channel of communication has opened up between carriers and customers – the mobile device.
In this webinar, Analysys Mason Principal Analyst Mark H. Mortensen and Momac Managing Director Netherlands Joost Goeree present the results of their latest joint research piece Mobile self-service: the future of customer engagement.
The webinar addresses:
the cost reduction and ARPU benefits of on-device self-service systems
findings from discussions with communication service providers that have deployed mobile self-service systems
how mobile self-service can improve customer experience and become a key interaction and marketing channel
recommendations on self-service implementation for operators.