The rise of smartphones brings complex interactions between network services, device qualities and application behaviors, making it hard to distinguish the cause of sub-optimal customer experience. According to operators, customers see sluggish performance, weak or no coverage, slow data speed, application problems, short battery lives, configuration issues, and bill shock.
A study from Accenture shows as many as 27% of smartphone complaints relate to customer devices and poor services. For customers who do complain, these issues have frustrated them, burdened customer support teams with more and longer support calls, and increased the number of no-fault-found returns. For the majority of customers who do not complain, they may simply churn and catch the operators by surprise.
iQ Care is an expert system that improves customer experience and reduces support costs with advanced data science. Analyzing devicesourced customer experience metrics, iQ Care uses technologies such as machine-learning, predictive analytics, rule engine and data mining to detect problems, diagnose them and provide actionable recommendations. iQ Care consists of three modules: iQ Care, iQ Care Proactive and iQ Care Mobile.