Managed self-care solution helps mobile operator brands keep pace with new device launches and reduce their number of customer support calls by up to 40 per cent.
WDS, A Xerox Company (NYSE: XRX), a leader in customer care automation, analysis and knowledge management, has launched Self-Care Express, a knowledge service package to help regional mobile operators and MVNOs (Mobile Virtual Network Operators) deliver an improved online self-care experience for their customers.
Many of these mobile operator brands service small communities of users, in some cases, less than three million customers, so support resources can be strained and costly to deliver. Self-Care Express has been designed to meet this challenge and can be deployed within a mobile operator brand's website in just days with minimal resource and no disruption.
Self-Care Express delivers online support to a wireless brand's customers, allowing them to resolve common issues and configure their device for data and messaging services. Based on technology that WDS already deploys into many of the world's largest mobile networks, the knowledge service package has been designed specifically for smaller mobile operator brands that require a cost-effective solution to customer support.
"Online self-care is one of the most popular ways for customers to seek support; in fact 40 percent of customers visit their service provider's website looking to resolve a problem. Unfortunately 82 percent of them don't find an answer; either because their device isn't supported or the relevant content isn't available," explains Hakan Cronqvist, chief product officer at WDS.
Self-Care Express is a fully managed service and is updated regularly with new devices and support content. For brand's that offer SIM-Only tariffs (a type of service subscription that is completely separate from the consumer's device), this ensures support for the largest spread of devices possible through an online support channel, in turn reducing the number of phone calls coming into their contact centers.
"Servicing a customer online is one hundredth of the cost of answering a telephone call so that's a huge potential saving that's being missed. Our self-care deployments are reducing call volumes for some customers by as much as 40 percent" adds Cronqvist.
Self-Care Express comprises multi-media simulators, set-up guides, tutorials, over-the-air configuration (APN and email), diagnostics and step-by-step fixes. It is built and priced exclusively for MVNOs and regional mobile operators and is available from May 2014.