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The Power of Personal

A Study into the New Reality of Customer Engagement

eBook: Your Guide to Better Customer Engagement

Customers Want Individual Attention

55% Want more personalised offers

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Personalisation is the Key to Loyalty.

Today’s mobile customers want to be treated as individuals. They expect their service provider to know who they are, and they want them to provide more tailored services.

Too often, service providers are serving up one size fits all data packages and take it or leave it services, with little regard for what customers might actually want. The emphasis is on making as much revenue as possible, not on making customers as happy as possible.

Service providers know a lot about their customers - it is high time they started to use that data more intelligently to provide better more individualised services and to use that information to save customers money and build much longer lasting loyalty than is the current model.

Learn all about Comptel’s research on the new reality of customer engagement, and explore ways that service providers can better serve these customers to generate incremental revenues from a much more loyal, and dramatically more satisfied, customer base.

The Power of Personal Research Study

 
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Press release

Read our press release announcing the findings of the study.
 
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Research Report

Download the full report of the research study and its key findings.
 
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Infographic

View an infographic that captures the main statistics and learning from the study.
 
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eBook

Read our ebook on the implications of the new reality of customer engagement for service providers.
 
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Video

Hear what consumers on the street think about the approach of their current service providers and what they think should be done differently.
 
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Use Cases

Explore three use cases of how service providers could better cater to customers through a more personalised approach.
 
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WHAT CAN PERSONALISATION DO FOR YOU?

Your customers want personalisation. Artificial intelligence can help you deliver. FASTERMIND™ from Comptel uses in-the-moment telco data to automate decisions for the best next action in a customer’s journey. It combines real-time data with existing customer profile information to automatically trigger actions to the customer. Not only does it produce an automated, personalised and contextual end user experience, it also bears huge revenue potential in several ways:

UPSELL OR CROSS-SELL OFFERS

Based on customer usage behaviour and account profile information, operators can trigger new upsell or cross-sell offers unique to that individual’s circumstance.

  • One tier-one operator in Europe, for example, gives customers the ability to select up to five data thresholds, and then monitors data usage in-real time. Once these thresholds are reached, customers are automatically notified and offered the chance to opt-in to a data bundle add-on. An operator in Central Asia can identify in real-time when a customer is making frequent international calls without an international voice bundle, then automatically trigger a short-term international call offer to the most suitable engagement channel.

MARKETING AND SERVICE CONSUMPTION

Real-time contextual customer engagements can drive attention to certain packages or promotions.

  • Real-time contextual customer engagements can drive attention to certain packages or promotions. A customer arriving at the airport could receive an offer for a roaming package, while a customer who plays a lot of mobile games between 10 p.m. and 6 a.m. could receive a “Night-time Data Package” offer with unlimited data for gaming. With Fastermind, mobile service providers in the APAC and MEA regions increased LTE package adoption by more than 300 percent compared to traditional targeting methods. In just a three-month period, the MEA operator created €450,000 more revenue from its target base of 400,000 subscribers.

PROACTIVE NOTIFICATIONS AND NURTURING

Personalised communications based on real-time customer data could enhance the quality of customer service, helping operators nurture high-value customers or address potential churn risks.

  • Personalised communications based on real-time customer data could enhance the quality of customer service, helping operators nurture high-value customers or address potential churn risks. For example, a customer who has subscribed to a data package but has not used any data in a week could receive a follow-up notification with instructions on how they can re-activate the data settings on their device. A new customer who has made several visits to your portal’s frequently asked questions page in their first week could trigger a response from your customer service team, which would follow up to be sure the customer has the answers they need.

 
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