How to Empower Customers with Self-Care Solutions

Telecom billing is a complicated space. Every day, Telgoo5’s end to end cloud based SaaS platform powers Cable and Internet service providers (MSP’s), Mobile operators (MNO’s),  Mobile Virtual Network Operators (MVNO), Enablers (MVNE) and Aggregators (MVNA). Our modular platform offers an Omni Channel CRM, Billing, Online Charging and payment engines.

All of that sounds like greek to consumers. 

All the consumer is concerned about is their own individual service, and consumers today like to feel empowered. They often prefer to manage their own services and bills without having to speak to service provider representatives, and they definitely are not interested in learning all of the acronyms and jargon that exist in this space. Forcing a consumer to burn mental calories trying to figure out how to work with your company is an easy way to discourage them. If you are interested in engaging your consumer base and leaving them with a positive impression of your company, even when you are asking them to pay a bill, then you need to consider a customer self-care solution.

A self-care solution empowers your customers to manage their own accounts online. By putting the power directly in the hands of the consumer, you will both reduce your own customer care costs and increase customer satisfaction. It is truly a win-win solution. When you start to consider a customer self-care solution, make sure to take the following key features into account.

This is what your customers are expecting to see

• A quick view into their service usage. A lot of customers like to monitor their usage month-over-month. By making their individual usage highly-visible within a self-care solution, you can save yourselves from a lot of customer support calls. It is best practice to break down service usage by voice, text, and data.
• The ability to change plans from within the self-care solution. Customers like to have autonomy. Give them the option to upgrade or downgrade their plans themselves.
• Payment solutions & options. Auto-pay solutions help customers to manage their bills and help to ensure that you get paid. Providing payment solutions and invoice tracking is a great way to ensure that everyone is happy.

How self-care solutions benefit your company

• Increased efficiency. The more that your customers can handle themselves, the less time, money, and effort your team has to spend on customer care. Self-care solutions can help to reduce support calls, and free up your team to work on larger strategic projects.
• Increased flexibility. Self-care solutions can be customized based on customer needs. Regional customizations can be made, service-level customizations, and more. This is a fantastic way to personalize the experience for your consumers.
• Improved reporting. Engagement metrics from your self-care solution can help your company to make better, more informed strategic decisions when it comes to customer usage and service offerings.

As your telecom billing provider, Telgoo5 is invested in your success. Self-care solutions are a great way to bring your business to the next level. Check back here for more tips and advice from Telgoo5. Your success is our success.