Summary
This document is a guide that outlines the evolving consumer preferences for support in the mobile industry. It details how 81% of customers prefer to resolve issues independently before contacting support, emphasizing the need for self-service options that are accessible and personalized. The guide explains the importance of providing a frictionless, personalized, and intelligent support experience, which is critical for retaining customers and reducing costs. It describes how mobile operators can adapt to these changes by owning the entire device support journey and investing in both proactive and assisted support channels. The document also highlights that while self-service tools are essential, the assisted support channel remains a vital resource for capturing learning and rewiring consumer behavior towards self-service. Additionally, it presents a case study on Verizon, demonstrating the quantifiable benefits achieved through effective support strategies. Overall, the guide stresses the necessity of viewing support as a holistic ecosystem rather than isolated functions.
