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SNAPin Software: Delivering a Powerful Experience to the User with On-Device Self-Service

Currently, subscribers contact their operator for service/support an average of 17 times per year. By 2011, iGR expects the average number of customer support inquiries to rise to 22 per year. Mobile operators have numerous ways to provide customer support some are more expensive than others. The goal, then, is to provide the highest level of appropriate support that solves the customers issue at the lowest possible cost.

Concurrent with the ever-present need to contain costs is the operators need to drive wireless data revenue. Quite simply, they need to recoup their investment in building out mobile broadband networks. The trouble is, of course, that not all wireless subscribers are naturally interested in the mobile Internet certain segments are, of course, but those few demographics are not enough to buoy the overall decline in average revenue per user (ARPU) that mobile operators are experiencing.

What if there was a way, then, to make mobile service and support interactions as fast, easy, convenient and as cost-effective for the provider as ATMs made personal banking? And what if that same solution could be leveraged as a subtly powerful tool for driving the discovery and adoption of new services?

A new product category on-device self-service can provide all of those capabilities. In short, self-service solutions allow operators to deliver a trusted, relevant and personalized experience to subscribers via on-device software. The interactions are delivered within the context of the application or service being used on the device by the subscriber such as messaging, voicemail, and mobile TV. Moreover, the experiences can be tailored to subscriber groups based on operator-defined segments and position of the user in his or her lifecycle with the mobile operator.

The goal of on-device self-service solutions are threefold:

• Expedite and reduce the overall cost of a customer support interaction
• Drive new service discovery and adoption based on user behavior
• Keep those interactions relevant and fresh via over-the-air updates.

This whitepaper will:

• Briefly discuss how mobile operators currently address customer support, service discovery and adoption,
• Discuss why carriers need to adopt self-service solutions,
• Present and explain a model which quantifies the impact of self-service on a subscribers