Can Self-Care Solutions Help Improve MVNO’s Customer Base?

MVNOs, or Mobile Virtual Network Operators, operate between wireless network infrastructures and the end user of wireless communication. MVNOs work directly with mobile network operators to negotiate bulk pricing, and then set up packages for the end user. As a result, the customer gets advantageous pricing, and a reliable company to provide billing and support, and the MVNO does not have to invest in their own wireless network infrastructure. 

A major component of an MVNOs value proposition is customer support. When wireless communication fails, end users need someone to reach out to, and most MVNOs step gracefully into that role. Setting up a strong customer support network is vital. Without a satisfied customer base, MVNOs would not be able to sustain a business. A balance must be struck between an MVNOs investment into customer service programs, customer satisfaction, and incoming revenue. 

Self-care solutions provide a fantastic and low-cost way to keep customers informed, attended to, and satisfied. 

A self-care customer support solution is essentially a glossary of everything a customer may need to know about the product or service they have purchased. An evolution of FAQ sections, most self-care solutions feature topical articles, video tutorials, and diagrams that explain aspects of the product or service to the end user. Some companies call these Knowledge Hubs, others call them Customer Portals, but most call them self-care solutions. The idea is to empower the customer to find answers to their questions without having to reach out to a customer support agent. 

If you are interested in setting up a self-care solution for your MVNO, consider including articles, flyers, or videos on the following topics:

• An outline of the packages available to your customer base. Customers that may be considering working with you or changing their existing services with you should be able to do their own research on what is available without having to call an agent.

• What happens in the event of an outage. Everyone today relies on mobile communication, and so the prospect of an outage strikes fear in the hearts of many. Assure your clients that your MVNO has a plan for outages by providing details of that plan that customers can find on their own.

• An explanation of your relationship with the mobile network operator that supports your customer’s communication plans. This will help them to understand where exactly their services are coming from.

These are just a few examples of self-care assets you can create to appeal to and improve your customer base. 

When it comes time to create the material for your self-care solution, make sure to consider the following elements:

• Content relevance. Is what you are looking to develop directly relevant to your audience, or is it only interesting to you as an MVNO leader?

• Content clarity. Wireless communication is a confusing industry with a lot of acronyms and complicated explanations for things that most people take for granted (like placing a wireless call). Remember to keep all of your content simple, clear, and easy for a layman to understand.

• User Experience. Make your self-care solution clean and easy to navigate. Put your most relevant pieces up top, and make searching simple and intuitive.

Remember, the heavy lifting you do now to set up your self-care solution will save your customer support team time and effort later on.

Improve Telecom Billing Across the Board with Revolutionary Billing Software

Telecom billing is one of the most important assets of a telecom operator. In order to win its customer over, a telecom operator requires a billing system that offers true revenue assurance. The evolution in telecom billing domain is happening fast, and what is new today might get old very quickly tomorrow. So, a billing software solution should be designed to meet future requirements for it to be considered a worthwhile asset for a telecom business.

What is a Revolutionary Telecom Billing Software?

The telecom support market is flooded with several telecom billing offerings. But when it comes to MVNOs, the choices are exorbitantly price and not always a perfect match. A revolutionary software solution like Telgoo5 offers all the essential and advanced functionalities without burning a hole in your pocket. It is revolutionary in every aspect:

Convergent billing

Get the ability to print consolidated invoices that reflect every service charge for every service used by your subscribers. Modern-day customers desire convenience and convergent billing is essential for that. Now, you can print the same invoice for prepaid, postpaid and broadband services without running separate systems.

Faster monetization

Telgoo5 ensures the quickest monetization of telecom service offerings. Have a plan? Quickly launch Telgoo5 and create custom packages for your customers to meet their most pressing demands. For example, in Covid-19 situation you can offer special low-cost offerings to bring in a new segment of customers who cannot afford expensive high-speed data services. The faster you launch your plans, the better are your chances to acquire new customers. Telgoo5 ensures that you are always one-step ahead of the competition.

Analytics

Make sense of the vast amount of data generated by billing systems. The revolutionary Telgoo5 analytics allow for greater understanding of customer behavior. Complete reporting of every detail along with analytics allow you to stay proactive and address customer requirements quickly.

Greater revenue assurance

Telgoo5 is a very accurate software solution as it uses a state-of-the-art Online Charging System. Rapid charging of services ensures the most accurate billing, which is important for fostering transparency and trust amongst customers.

Support for future technologies

Telgoo5 is geared up to meet the requirements of evolving technologies. As a next-gen billing and B/OSS solution, it can easily scale to meet the requirements posed by IoT and 5G. Telgoo5 platform integrates a world-class CRM along with several intuitive APIs. It allows your customer service and support department to excel and meet the requirements of customers quickly.

Customer Experience – A Key MVNO Differentiator

Mobile Virtual Network Operators (MVNO) are on a rise across the globe. According to the GSMA Intelligence report are a total of 1017 MVNOs in the world. Today MVNOs outnumber the total number of mobile network providers across the globe. In 2015 alone 210 MVNOs either shut down their business or merged with some other business. Start, peak, filtering, and stabilization is perhaps the expected business curve for MVNOs. Here to reach the point of stabilization and to sustain once stable MVNOs need to be smart and innovative.

Superior customer retention rate and ability to add new customers is now than ever before directly linked to ‘Experience’, which will help MVNOs stand out and receive higher ARPU. Many studies suggest operators differentiating themselves based on customer experience are likely to stay in business in the long run. According to Telesperience’s recent research into the MVNO market differentiator, better customer service has been cited by almost 67% of MVNOs.

Below are few innovative touchpoints with which MVNOs can differentiate themselves from the competition and delight their customers.

• Loyalty Programme: For a long time, loyalty programs have been used as differentiators by service providers across industries. They are a great way to award loyal customers and inspire loyalty amongst new customers.

• Customization: This is when an MVNO provides its users the flexibility to design their plans which will best suit their requirement.

• Control: Offer control to customers by providing them access to customer care portal and Mobile application through which they can get real-time data about their usage, talk time, subscription plan, etc.

• Localization and Personalization:

  • Target demographic segments by designing an offer for various demographic groups

  • Segmentation: design and develop segment-specific plans for corporates, schools, etc.

  • Design plans for expats, students, etc. with specialized features like unlimited talk time to selected numbers, free message service to their homeland, etc.

This is where a highly sophisticated billing system will play a key role in enabling MVNOs in creating customized plans with configurable product catalogs, visibility of usage to customers, allowing the customer to subscribe for services real-time and empowering them to discontinue services as and when they wish to. Telgoo5’s solutions will allow you to take absolute control of crucial area like billing and will allow you to create new services, bundle promotions and provide real-time data.

Companies using Telgoo5’s billing services have a competitive edge over others as Telgoo5’s billing system allows MVNOs to efficiently manage their billing and revenues. Our billing services will satisfy both the MNO and the customers. Billing services must be able to spot any instances of fraud and revenue leakage. Telgoo5’s Billing Services are apt to do this and will protect the MNO from any revenue loss due to frauds. Telgoo5’s billing system supports prepaid-postpaid integration method of billing. This feature makes the billing system all the more efficient and reliable. More and more MVNOs’ are showing an inclination towards billing systems that are powered by analytics which will empower them to get accurate reports on subscription, revenues, customer retention, and churn. Telgoo5’s billing system is equipped with all these special features, to know more please visit www.telgoo5.com