The wireless market is become increasingly competitive. More customers rely on mobile broadband than ever before, and with more than five billion mobile subscriptions worldwide demand is skyrocketing. Growing demand attracts competition, giving customers more choice. Government legislature also compels mobile operators to meet high quality standards as broadband quality becomes a key part of their national communications and technology vision.
For mobile operators looking to retain customers and drive revenue growth, customer experience management and care are key service differentiators. CIQUAL is dedicated to helping mobile operators become industry leaders by empowering them with the tools they need to deliver superior mobile broadband performance and proactive, expert customer care.
Expert insight on mobile broadband performance
CIQUAL provides the missing link to our clients’ broadband strategy by enabling innovative, real-time monitoring and analysis of the end user experience. Our market leading software solutions are specifically designed to deliver true end-to-end visibility of the customer experience in real time, helping operators deliver superior mobile broadband. Using Session Insight mobile operators can now at a glance and in detail, understand service performance and true customer experience. Every session experience of each mobile broadband user is examined in real time from the end users’ device to deliver key customer experience indicators, delivering a new level of mobile broadband customer experience visibility and management.
Confident, Knowledgeable Customer Support
Customer service calls last on average 25 minutes and cost £3 per minute. For calls relating to mobile data 62% need technical help. However 33% of these calls remain unsolved. CIQUAL provides customer centre representatives useful insight to the end user experience, enabling them to quickly identify and address network problems. Our web based interface provides a graphic record of preceding sessions and also enables the care representatives to conduct quality tests in real time, with the customer on call.
Our clients experience a 20% drop in average hold call times, 50% drop in the number of rebates made to customers as well as a 50% reduction in no-fault-found device returns. Most importantly, they receive exceptional feedback from their end users, who repay excellent service with loyalty.
Measuring the End User Experience
CIQUAL provides clear insight on how end customers perceive their mobile broadband performance. We achieve this using Customer Experience Studies and customised questionnaires which measure the quality of performance from the view of the operator, versus how the end user actually perceives the service.
Our dynamic platform enables marketing departments to conduct competitive benchmarking, collect subjective data and use this feedback to tailor their service offering. Operations and Planning personnel also use these indicators to monitor mobile broadband usage, target network investment and prioritise new capacity based on where performance is being impacted.
CIQUAL can deliver the customer insight solution for mobile broadband you’ve been searching for. Please visit our Solutions Page for more information on our product and services.
To find out more please call us on +44 1317180800 or email us at firstname.lastname@example.org.
We look forward to your hearing from you.