ODS SelfCare gives the subscriber instant access to their customer care data directly on the device, removing the need for expensive help desk calls.
Mobile operator call centres generate huge costs, running to millions of euro per month. We have found that a third of the subscriber base will place a call per month and that typical costs per call range from €5 – €15 for the operator. Furthermore, over 50% of calls to the operator’s customer call centres are straightforward calls related to balance information and other simple queries.
There is a clear ROI for a solution which reduces the number of these calls, and Cibenix ODS SelfCare provides exactly such a solution. Integrated seamlessly with the other ODS services offered by Cibenix, ODS SelfCare provides an operator-branded and configured user experience on the device, with one-click access to a wide range of billing, subscription and device information. The subscriber can easily perform multiple Self Care tasks without the need to contact a call centre.
The Cibenix solution fully integrates with the operators existing customer care systems, ensuring that each subscriber has access to correct and up-to-date information direct from their phone. Typical SelfCare services include the following:
- My Plan – view current price plan; view call, message, data costs for plan
- My Bill – view current bill, pay bill, analyse bill, see charges so far this period
- My TopUp – get current minutes, buy minutes
- My Roaming – view current plan, pricing, change settings
- My Device – update settings, update firmware, check for upgrade, get PUK code
- My Account – change personal details, login to online care
- My Loyalty – get loyalty points, spend loyalty points, view offers
- My FAQs – coverage, announcements, billing, roaming
- Contact Customer Care – initiate call, message etc, self service numbers
OPERATOR BENEFITS
Drive high quality customer care user experience
- Reduce expensive call-centre contact
- Drive loyalty and stickiness
- Offered as seamless extension to other content and services
SUBSCRIBER BENEFITS
- Quick, intuitive access to all customer care data
- Easily make plan and billing changes easily
- Access loyalty plans and other cost-saving initiatives
