Reinvent Customer Care
Consumer care is at the root of every mobile service provider’s business, along with cost controls. Traditionally, however, it was assumed that you had to choose between boosting consumer satisfaction and lowering consumer support costs.
Carrier iQ lets you achieve both goals, simultaneously. By delivering the right consumer-based information at the right time, our solution lets you radically transform your consumer care while also helping control costs.
Network operators control consumer support costs via average handling time, number of escalations, and first-call resolution, but traditionally they have lacked the information needed to affect these metrics. With smartphone adoption increasing, the stakes are even higher. Using research from IDC, Juniper Research, M&M, and Visiongain, we estimate that annual smartphone care costs alone could reach $16 billion worldwide by 2015.
It’s impossible to effectively address users’ dissatisfaction with the service they receive without the ability to determine where, when, and how a problem is occurring. Too often, consumer care data is a real blind spot for network operators.
Carrier iQ’s Mobile Intelligence removes blind spots with insight, letting you truly understand mobile consumers’ experience. This kind of actionable insight can lower your care costs, give you more control over industry metrics, and let you completely reinvent your approach to consumer care – and the results you achieve.