The Power of Self-Care for MVNO Customer Support
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 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 its wireless network infrastructure.
Understanding MVNOs and Their Customer Support Imperative
A significant component of an MVNO’s 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. MVNOs could not sustain a business without a satisfied customer base. A balance must be struck between an MVNO’s investment in 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.
What is a Self-Care Customer Support Solution?
A self-care customer support solution is essentially a glossary of everything customers need to know about the purchased product or service. 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 contacting a customer support agent.
Essential Content for Your MVNO Self-Care Solution:
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 considering working with you or changing their existing services should be able to research what is available without calling an agent.
- What happens in the event of an outage? Today, everyone relies on mobile communication, 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.
- Explain 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 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 want 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 many acronyms and complicated explanations for things most people take for granted (like placing a wireless call). Remember to keep your content simple, straightforward, and easy for a layperson to understand.
- User Experience. Make your self-care solution clean and easy to navigate. Put your most relevant pieces up top, and make searching intuitive and straightforward.
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.