Providing Answers when Customers Call
As mobile devices become more complex, so does their operation. It can take 10 minutes or more just to get basic information about the mobile user, the device, and the nature of the problem.
Consumer care personnel need to ask lots and lots of questions, some of which - what software does your phone have? what applications do you have installed? where were you and what time was it when the problem occurred? - are difficult for even technically savvy users to answer.
With Carrier iQ, all the levels of your customer care system can jump-start the conversation by seeing, instantly, fundamental details about the consumer, the hardware and software in use, the location, network type, and even trends among users in the same area or on the same device type.
As a result:
Tier 1 agents can resolve many issues previously escalated to Tier 2 or Tier 3 agents.
Agents can quickly distinguish between network and phone issues.
With easy access to the right consumer experience data, customer care agents and support technicians spend less time handling each call, and they find faster resolutions.
Consumers whose issues are resolved promptly are more likely to be satisfied with your service - remaining loyal and perhaps even recommending you to others.
Using Carrier iQ Mobile Intelligence tools, your consumer care personnel can get directly to the heart of each user's issue: diagnosing the reason for a problem, and finding a solution.