A study from Accenture shows that as many as 27% of smartphone complaints relate to device and service performance. According to operators, some of the more challenging issues reported today include sluggish performance, weak or no coverage, slow data speed, application problems, short battery lives, configuration issues, and bill shock.
Unfortunately, the proliferation of smartphones and new network technologies has created complex interactions between network services, device features and application behaviors. It’s difficult for CSR’s to distinguish the root cause of sub-optimal customer experiences. For those customers who complain, the complaint resolution process creates frustration. At the same time, support teams are burdened with increases in both the number and length of calls, as well as in the number of “no-fault-found” device returns. And, because most unsatisfied customers never call support, they catch operators by surprise when they eventually churn.
Carrier iQ changes the way that technical problems are resolved to one which shortens call times while reducing customer frustration. Through the use of device-sourced analytics and advanced data sciences, CSR’s are provided with powerful and actionable diagnostic tools. By applying these insights to entire populations of devices, issues can be proactively discovered and resolved before they become acute.