Customer experience is the new battleground for telcos. Forrester Research found that 72 percent of companies say that improving customer experience is their top priority. As a provider, if you can engage your customer at the right time with the right personalised service, you have an opportunity to deliver value, establish loyalty and grow your business.
So, what do customers want? To start, they expect full control of their digital life, and the freedom to build their own personal ecosystem of apps and services.
That’s why Comptel launched “My Digital Moments,” a new solution that enables perfect digital customer journeys. With My Digital Moments, customers will benefit from a self-service app on their phone that, in real-time, analyses how they consume digital services. From there, the app can recommend relevant and personalised digital services that would improve their experience.
My Digital Moments opens the door to several value-driving possibilities:
- Service offerings that are proactive, personalised, relevant and contextual
- Increased customer engagement and communication through a direct line to the operator
- Improved engagement by giving customers direct visibility into their plan status and special packages
From the main screen, customers are able to view real-time service usage information, including the percentage of the data they’ve used in this cycle and their data usage trend across specific apps. On top of that, the app can display the operator’s full service portfolio, including new service plans or promotional packages from the portfolio.
My Digital Moments relies on real-time usage monitoring and intelligence from FASTERMIND™ to recommend, predict and automate customer offers based on the most relevant and contextual data. For example, a customer who consumes a lot of mobile data watching Netflix but does not currently have sufficient mobile data could receive an offer for a data plan with unlimited Netflix streaming.
My Digital Moments is also supported by MONETIZER™, which offers the easy and agile configuration of data plans, plus a common platform for charging and policy design. The result puts full control in the hands of your customers, meaning they can self-select relevant, contextual plans or instantly upgrade their data speeds and allocation in the moment.
Of course, new service opportunities can crop up at any time – not just according to your campaign schedule. That’s why My Digital Moments is supported by closed-loop analysis and service recommendations, which means service usage is monitored on an ongoing and real-time basis to ensure your customers are constantly engaged and presented with easy opportunities to get the services they need.
The solution puts the power in the hands of consumers, giving them the opportunity to build their personal digital ecosystems while empowering operators to increase service consumption, reveal new revenue opportunities and nurture loyal, long-term customers.
Heading to Mobile World Congress 2017? Meet with Comptel in Barcelona to learn more about My Digital Moments and our full portfolio of customer engagement solutions. Email firstname.lastname@example.org to arrange a meeting.