Customers today want to be able to engage with their service providers as easily as they can with a friend, but it’s usually not possible. If they have a complaint, if they want more information about services, or they just have the human expectation of a personal engagement, they will be disappointed by the level of engagement. Operators do not speak with a single voice, and customers usually get different responses and different tones across different channels. They often have to wait for a response and communications are impersonal.
Digital native consumers who expect personalized and real-time engagement are put off by the style and the tools on offer. Operators need to change the focus from service to the customer. They need to recognize that their biggest asset is ultimately their customer base and they need to nurture and engage that asset in order to unlock future revenues. Mobileum focuses on customer engagement solutions in specific areas where we understand the end-to-end customer journey.
In these focused areas, we have the analytics and engagement tools to deliver a step-change in experience for customer, and we create opportunities for significant new revenue streams for operators.