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.