Self-Care Apps: Benefits in the Telecom Industry

Self-Care Apps:  Benefits in the Telecom Industry

Mobile self-care apps solutions have evolved into an effective technique for telecommunications to enhance customer experience while reducing the service cost. Moreover, operators can increase their revenue by boosting client engagement and advertising additional services through a mobile self-service platform. Thus, a self-service tool offers numerous advantages to its customers while expanding the revenue potential available to service providers.

Strong business-to-customer relationships are essential for client retention, primarily dependent on the quality of after-sales service provided. Self-service solutions, such as mobile self-care apps, Frequently Asked Questions, and others significantly improve customer retention metrics.

As more customers become connected, their expectations for better quality service increase. The quantity and frequency of client channels have expanded. According to Forrester, the usage rate for self-service channels such as FAQs, virtual assistants, and communities has climbed dramatically.

Moreover, with the increasing market penetration of smartphones, providing self-care and self-healing solutions on the device can increase consumer happiness. The blog discusses some of the key advantages of adopting a mobile self-care application.

Key benefits of mobile self-care apps

The mobile self-care app offers two advantages for the service provider. The customer can submit their own requests. Customers frequently encounter network and service faults before the MNO’s own fault-reporting systems notice a problem, making this a very valuable information source. In addition, there are benefits associated with customer satisfaction surveys, and service providers can also use it to obtain real-time consumer feedback.

The mobile self-care app will be the customer’s portal into the telecommunications industry, driving personalized outbound customer encounters. It can be utilized to increase client engagement if the encounter is tailored and safe.

There are several factors why mobile self-care is growing in popularity.

Here are a few advantages of self-care apps:

  1. Mobile self-care applications enable customized outbound consumer interactions. This allows you to provide customer-specific messaging depending on their requirements and interests.
  2. Provides transaction security by encrypting credit cards and other sensitive data. This safeguards both the user and the business against identity theft and fraud.
  3. Allows clients to manage their accounts from anywhere and at any time. This is particularly useful for those with a hectic lifestyle or people in remote places.
  4. Allows organizations to reduce costs associated with customer assistance. In many cases, mobile self-care can replace the requirement of human interaction.
  5. Reduce client churn with the help of:
  • Early problem diagnosis
  • Proactive care and direction
  • Improved customer retention

What Advantages Does Self-care apps Offer?

Self-care decreases the operational overhead costs associated with handling incoming support calls and email inquiries.

Improve client loyalty: self-care reduces customer churn by enhancing the customer experience. It enables operators to engage with their customers quickly and expedite query resolution, leading to greater customer satisfaction.

Self-care enables subscribers to access, monitor, and customize plans or services anywhere and on any device, increasing cross-selling and up-selling potential.

Personalization and promotional activities: A personalized app for self-care gives clients more power. New plans can be implemented by operators, hence expanding revenue potential.

Customer behaviour analytics: Operators can gather and utilize data obtained from transactions through self-care channels, and advanced analytics enables them to make real-time contextual offers.

By offering real-time access and mobility to service and support anytime, access enables operators to enhance their subscriber base. On the journey to digital transformation, delivering a smooth self-care service remains a significant priority for telecom operators in light of the evolving digital landscape and client needs.

Also Read – Customer Data – A marketer’s guide for flawless customer data orchestration


The Importance of Speedy and Customized Customer Service

Now more than ever, telecom service providers handle millions of client requests daily. With an increasing number of requests, the difficulty of visiting physical locations, and many staff working from home, it becomes challenging to provide prompt and compassionate help.

Immediacy, personalization, and multichannel communication are more vital than ever during times of crisis. Ignoring these requirements might result in lengthy wait times, irritating back-and-forth talks with numerous executives to remedy the issue, and unsatisfactory automated responses.

1.     Complex Operational Methodologies

Since face-to-face assistance is not an option, operational activities have become more complicated as the number of subscribers and diversity of products and customized solutions has increased. Even simple procedures such as service configuration, billing, payment processing, and order fulfillment have become difficult.

Managing complicated operations necessitates more resources and instruments, which raises telecom businesses’ financial expenses.

2.     Automatizing telecom customer service with mobile self-care apps

Customer Service Automation Facilitation with self-care apps

Telecommunications companies can enable customers to resolve their own difficulties by introducing a self-care service. This helps reserve support agents to resolve problems that require human interaction. There are numerous possibilities for self-service, including FAQs, mobile apps, user groups, and forums.

The majority of telecom businesses today opt to implement a self-care app that answers most frequently asked questions on the user’s device. On the other hand, customer communities assist in resolving difficulties without involving the service provider. This helps telecoms save money on support charges and frees up agents to address important issues immediately.

Know how appICE can help with automating these task

Collecting Client Insights

Self-service enables communication service providers to obtain granular data on regular and prevalent end-user issues. With this information, operators can design proactive solutions to resolve issues before subscribers encounter problems. This helps customers feel appreciated and fosters stronger brand ties, increasing retention rate and customer loyalty. 

Gathering data to predict user complaints and churn enables telecommunications to take effective measures to prevent client loss.

Strengthen Agent-Assisted Service

While a mobile self-care solution can help telecommunications cut support costs and call volume, there are still situations that require human intervention. Therefore, service providers must ensure that their personnel is available at all times.

Deploying a mobile self-care application allows agents to devote more time to serving high-value customers and resolving urgent service concerns. Idealistically, subscribers anticipate a brand to provide omnichannel self-care. As a result, service providers should guarantee that support agents or tools are accessible via the channels preferred by clients. A self-care tool should direct the user to the appropriate agent-assisted channel if it cannot resolve the issue.


Self-service is one method of providing customers with the authority and alternatives they need to resolve their issues in less time. Thus, it can aid in providing faster and better service to clients while reducing operational expenses for a business. Therefore, self-service is a terrific, user-friendly technique for providing 24/7 digital help without employing additional employees. Self-service functions as the new customer representative and can help consumers and staff.


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