Contact Center Solutions Featured Article

March 27, 2008

Telespree Enhances Mobile Phone Customer Care Experience

By Anuradha Shukla


Telespree Communications has launched its new suite of Self-Care applications enabling consumers to manage their account directly on their mobile device without the assistance and high costs associated with personal customer care, sales clerks or an IVR.
 
The applications will also allow the service providers to reach their users 100 percent of the time through dynamic, on-device Self-Care services. The new Self-Care offerings include Telespree's Over-the-Air (OTA) Activation and Service Enrollment applications as well as Check Balance, Top Up, Pay Bill, Add Features, Change Plan, Change Phone Number, Transfer Balance/Gift, My Account and other options.
 
Telespree explains that their Self-Service platform provides automated account set up, and now with Self-Care ongoing account management, resulting in an improved end-user experience, significantly lower customer support costs, and revenue generating opportunities through repeat use account management activities.
 
Bill deKay, chief executive officer at Telespree said in a statement that Telespree's new suite of Self-Care applications not only helps service providers reduce operational costs but also provides an upselling opportunity with self-care activities such as Top Up, Add Features or Change Plan. Because users always have their mobile handset with them, Telespree enables the service provider to reach their customers with personalized features all the time.
 
Adam Guy, analyst for Compete, noted that with Telespree, service providers can now leverage the mobile device as a self-service tool while creating opportunities to deliver value and monetizing natural interactions. He pointed out that consumers want to be able to manage their accounts and consume additional services through multiple channels while still enjoying a personalized experience.
 
Telespree's new suite of applications are available for existing and new wireless service provider customers.
 
Consumers can select the Self-Service option with one click from the mobile phone Tools Menu to view their balance, add money to their account, pay their bill, add or change features and rate plans and manage their account at their convenience and at no cost.
 
 
Anuradha Shukla is a contributing editor for TMCnet, covering call centers, CRM and information technology. To see more of her articles, please visit her columnist page.
 
Don’t forget to check out TMCnet’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers white papers, case studies and other documents which are free to registered users. Today’s featured white paper is Level the Playing Field With Business VoIP, brought to you by Speakeasy (News - Alert)
 


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