Customers complain when they cannot access data services. But by using subscriber events to trigger proactive sms messages, operators can keep customers satisfied and even upsell services.
30% of unsatisfied customers will defect to a competitor after only three attempts to resolve their issue.
How can operators avoid customer defection, boost customer experience and garner additional revenue? By delivering more positive customer interactions with tools such as proactive sms messaging.
Improvement starts with a deeper understanding of customers' behavior. By examining network signaling, operators can trigger appropriate actions at the point of customer impact.
Consider this familiar scenario: a customer purchases a new phone but is unaware of the limitations for the selected service plan.
After leaving the store, the customer attempts to send an MMS. The attempt fails, as the purchased plan does not include data. After a few more attempts, the customer is ready to take the phone back to the store. Depending on previous interactions, the customer might even consider switching service providers altogether.
An operator can avoid such a scenario by proactively detecting issues with the customer's handset and taking immediate and automated actions. When an MMS fails, network messages reporting the failure type are sent to the phone and to the network nodes through the signaling. Typical handset-related failures include wrong MMSC, Incorrect APN and User Service Not Subscribed. Operators can retrieve this information, but are they using it to their advantage?
Using ProAction, a European operator utilized proactive sms messages to transform customer failure events into an extra $5 million in new revenues each month.
Tektronix Communications’ ProAction solution bridges the gap between customers' frustrations and operators’ network problems by delivering immediate, automated solutions. Proactively communicating with customers protects an operator’s profitability, as customers appreciate open and timely communications. It’s also a way to unlock new revenue opportunities.
A European operator experiencing a drop in customer satisfaction with mobile data service plans implemented ProAction and transformed issues into revenue. Applying a simple rule-set in ProAction, the operator was able to turn subscriber failure events into automated resolution actions. In this particular case, customers were sent proactive sms messages offering an opportunity to expand their data plans to include MMS - generating an extra $5 million in new revenues each month.
Tektronix Communications’ ProAction solution uses customer events in your network to trigger actions that reduce customer care costs and create new revenue sources. ProAction can be easily tailored with options for specific customers, devices, locations, tariff plans, and corporate accounts. Contact us today to find out more.