Telecom Lead India: Smartphones poses several challenges
to service providers, as majority of smartphone users face issues related to
device or service during the first year of use, according to a research
conducted by Coleman Parkes on behalf of Amdocs.
82 percent of the respondents asked their service
provider at least one question, while 50 percent had two or more
questions.
Online support provided by service providers can be
improved. 75 percent of surveyed consumers said they would prefer to use online
support if it were reliable.
However, 91 percent say they would use a single, online
knowledge base if it were available and tailored to their
needs.
The survey highlights a massive opportunity for service
providers to reduce call center costs and to improve customer experience.
“By monitoring and analyzing real-time customer
information, service providers can deflect calls, which will simplify the
customer experience while reducing call center volumes considerably,” said
Rebecca Prudhomme, vice president of product marketing for Amdocs.
Social media channels are under-used by service
providers. 54 percent have already complained directly to their mobile service
provider through social media channels, but 73 percent of these respondents
said they did not receive satisfactory answers.
96 percent of surveyed consumers expect problem
notification without having to ask, preempting calls to a call center.
For example, should a problem emerge with email setup on a particular handset,
all owners should be proactively sent the solution, without them having to call
in to the service provider.
The survey analyses the results of questionnaires
completed by 2,900 smartphone users between the ages of 18-40 across North
America, UK, Asia Pacific and Central and Latin America in January 2012.
Earlier, Amdocs
released the results of a global survey that highlights the factors driving OSS
transformation, the different transformation approaches undertaken and the
progress made to date.
editor@telecomlead.com
