Reinvent Customer Care with
Advanced Data Science

Improving customer satisfaction requires an understanding of the day-to-day usage experience of mobile subscribers.

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.


iQ Care

iQ Care is designed for call centers and retail stores to increase First Contact Resolution and enable non-technical CSRs to provide technical support.

Benefits

  • Shorten handling time on support calls with automatic problem detection and diagnosis. Proven to save 4 minutes per call on average.
  • Confirm problems experienced by customers to reduce their frustration and potential frauds.
  • Reduce escalations by empowering less technical CSRs to handle technical problems.
  • Cut no-fault-found returns by isolating problems caused by the network but not by the devices.
  • Improve customer satisfaction and reduce churn due to poor service experience.

Features

  • Automatically detect network, device and application problems experienced by the customer.
  • Diagnose problems using machine learning that mine customer experience from millions of devices.
  • Compare the performance of one device to the average performance of many devices.
  • Provide intelligent, configurable and actionable recommendations for CSRs.
  • Intuitive web-based dashboard ready for call center deployment.
  • Summary view of overall performance of a device in a centralized location.
  • Web Service API for dashboard customization.
  • Drill down into individual events for technical CSRs to troubleshoot.
  • Historical view and daily view of key performance indicators.
  • Support On-demand Processing to scale economically with the size of the device population.
  • Authentication and integration interfaces for existing CRM systems.

iQ Care Mobile

iQ Care Mobile empowers customers to support themselves from their mobile devices. It provides an SDK that integrates into existing selfservice applications from mobile operators to offer a unified brand experience and user interface.

By integrating with iQ Self Care, self-service applications from mobile operators will detect problems and provide recommendations applicable to individual customers. Self-service applications will also visualize the experience history of a customer in the categories of battery, radio coverage, voice calls, data speed and applications. A customer will see personalized and actionable recommendations, and how his/her experience in various categories compared with other customers.

Benefits

  • Eliminate support calls when customers are empowered to support themselves.
  • Provide instant, personalized resolution to technical problems in device, network or applications.
  • Integrate into existing self-service App for coherent brand experience and user interface.
  • Improve customer satisfaction and reduce churn due to poor service experience.

Features

  • Automatically detect network, device and application problems experienced by the customer.
  • Diagnose problems using machine learning that mine customer experience from millions of devices.
  • Provide actionable recommendations suitable and specific for individual customers.
  • Compare the performance of the current device to the average performance of many devices.
  • SDK to integrate with existing self-service applications from mobile operators.
  • Reference implementation for concept illustration and ease of development.
  • Historical view of experience in battery, coverage, voice and data speed.
  • Support On-demand Processing to scale economically with the size of the device population.
  • Security and scalability framework to support millions of devices.

iQ Care Proactive

iQ Care Proactive regularly examines customer experiences of all devices and identifies problems from the silent majority, without waiting for their complaints. If the detected problems relate to the network, the operator can fix them before their impacts intensify to more users. If the problems reside on the device, the operator may choose to notify individual customers and provide customers with resolutions.

Benefits

  • Detect and fix problems before they affect customers.
  • Visibility into the silent majority customers who do not complain.
  • Find unhappy but silent customers.
  • Improve customer satisfaction and reduce churn due to poor service experience.

Features

  • Proactively detect network, device and application problems experienced by customers, without waiting for customer complaints.
  • Diagnose problems using machine learning that mine customer experience from millions of devices.
  • Compare the performance of one device to the average performance of many devices.
  • Integrate with campaign management and trouble ticketing systems.
  • Multiple scalability options to examine every device.