Carrier iQ, a mobile intelligence provider, has launched iQ Care, a device-side care solution designed to reduce customer care costs, increase subscriber satisfaction, and reduce churn.
iQ Care is a customer care solution aimed at reducing the duration of customer support calls, decreasing the number of no-fault-found device returns, and improving the consumer experience. Built upon Carrier iQ's Big Data Mobile Service Intelligence Platform (MSIP), iQ Care uses iQ Agent on-device software to analyze relevant user experience metrics from the device.
With explicit permission from the end user, and without tangible impact on battery drain rates, data plan usage or user experience, iQ Agent gathers system information on the performance and usage of the device and delivers this information to the MSIP. Device-sourced information and actionable insights are presented to the care agents, enabling them to diagnose and resolve the consumer's problem quickly and efficiently.
"To truly create a differentiated experience across the customer lifecycle, mobile operators have to see the world from the customer's view, the mobile device," said Sheryl Kingstone, Yankee Group research director, in a statement. "Operators are constantly striving to increase service quality and customer satisfaction to improve the overall customer experience. There is a great need to focus on improved care, particularly from the consumer's perspective."