DELIVERING INSTANT ANSWERS TO COSTLY SMARTPHONE ISSUES
As smartphones sales have exploded, the impact on customer care costs has been dramatic. For mobile carriers, the length of time to resolve each customer care call has, on average, increased by 10 minutes. The number of no-fault-found device returns has hit 40 percent, and the number of escalations from tier-1 to tier-2 call agents has doubled.
iQ Care is a suite of analytics and applications that use iQ Agent™ and Carrier iQ’s Mobile Service Intelligence Platform™ (MSIP) to deliver individual user experience knowledge to customer care agents of mobile operators and mobile device vendors.
Diagnose and Support the Entire User Base – Unlike other solutions that enable insights for the care of small groups of subscribers only, the iQ Care telecoms grade big data platform has been architected to support over 50 million simultaneously reporting mobile devices. With an architecture that avoids any single point of failure, iQ Care can gracefully scale to add capacity to meet the increasing demands.
Stop Unnecessary Device Returns – Today, the decision to send a customer a replacement device is often the decision of first resort when technical problems cannot be resolved quickly. Making this the decision of last resort requires insights into the customer’s experience, to effectively diagnose and resolve this issue.
Reduced handling time on support calls – iQ Care’s Automatic Problem Detection generates alerts based upon a set of programmable Alert Rules computed by the internal rule engine, and significantly reduces the time for customer care agents to comb through data to identify possible problems or rely on the customers to describe their problems, thereby reducing the overall call handling time as much as 20%.
Historical Performance Information – Many customers do not call for support immediately when they experience problems. By the time the customers ask for help, the symptoms of the problems often have gone away, making the troubleshooting effort particularly difficult. iQ Care provides historical device performance information up to 30 days, allowing customer care agents to identify problems experienced by customers in the recent past.
Anticipate Customer Frustration – Thanks to the unique features of Carrier iQ’s big data analytics platform, iQ Care can analyze performance data from the whole installed base of devices, enabling care managers to address the issues proactively instead of waiting for the customer care calls.