Understanding customer preferences and pain points around device-related service unlocks key opportunities for operators to deliver a better experience, reduce operational strain and drive new opportunities for upsell. It starts with capturing on-device diagnostics. We walk you through three customer experience data points, why they matter and how to turn the tide with a strategic shift.
59% of customers want an app-first approach to receiving service from their operator
Explanation: When most customers want to receive service from their mobile operator for device-related matters, they tend to go to the app first โ like solving a device issue or looking at offers or billing matters.
Why it matters: Customers want the convenience of remote customer service without needing to call customer support or visit retail for a lot of interactions, such as device troubleshooting. It also means thereโs a golden opportunity โ to be proactive, shifting from waiting for the customer to come with an issue to helping the customer ensure their device always functions optimally.
Strategic thought: Put the power to self-diagnose a device issue into the hands of the customer. Add diagnostic self-service tools directly into the myOperator app and allow customers to quickly solve issues. Additionally, prompt customers to do regular health checks with push notifications and then based on their diagnostic data, make the right marketing offer, i.e. device upgrade or device protection.
64% of customers have visited a retail outlet for device-related service
Explanation: Despite most customers preferring to start a service event on their operator app, sometimes they want a personal touch. But when they come to a retail outlet, processes might take longer or become redundant altogether when the retail rep doesnโt have much information about the deviceโs objective condition.
Why it matters: Service delays stemming from reps spending time manually identifying a customerโs device-related needs can lead to customer frustration. Alternatively, reps submitting a device for repair unnecessarily when a customer misperceived a device issue can cost the operator.ย
Strategy shift: Provide diagnostic tools in retail to add a layer of objectivity to device management. This helps reps diagnose a device issue more quickly. Operators can also capture the information about the deviceโs condition and use tools like AI to analyze it. AI can then recommend upsell options to a customer like accessories or value-added services like device protection.
62% of customers repeat steps when they call customer support
Explanation: Most customers have to re-explain over the phone what they tried to do to troubleshoot their device issue themselvesโฆ. or they have to repeat steps they already did in their mobile operatorโs self-troubleshooting tool (if there is one) over the phone with the support agent.
Why it matters: This delays customer support agents in reaching a resolution, taking longer and ultimately costing more. It also gives a poor customer experience.ย
Strategy shift: Transfer diagnostic information from the device to the call center agent to help the agent resolve the issue faster and reduce call handling times and/or first call resolution rates.
MCE Systems has mastered the art of mobile device intelligence capture โ from device attribute information to diagnostics. Explore our device experience-related solutions by different channels.
