The rise of customer self-care apps for telecom operators: how to get the most out of it?

Netmera has always been close to telco companies. With 4 telco giants and more than 20 telco owned mobile apps in our portfolio, we have been able to see the importance of self-care apps.

Mobile customer self-care apps are always the most downloaded telcos mobile apps, among many other utility and entertainment apps owned by them. The reason behind that is the benefit customers get from those apps. They can monitor and manage their accounts, upgrade or top up plans, or purchase telecom products without visiting a store.

We all know that every mobile app needs a little push. In customer self-care apps, we know the customer very well. We know their mobile plans, their usage, their payment habits, which services they are interested in or what devices they use. All this information can be used to predict what they need and when they are going to need it.

Some kick-ass use cases

1.       Upgrade plans or top up

Operators reach out to users when the quota is about to be reached and ask them to upgrade their plans or top up data. The push notification lands to the upgrade page so the user don’t get lost while trying to reach this feature.

2.       Suggest users to forward calls when the battery is about to die

Telco operators sell “call forwarding” as a service, and they promote this service when the user needs it the most!

3.       Remind payments based on users payment habits

Some users choose to make payments when the month begins, some users prefer to do it in the middle of the month. Reminding them about unpaid bills works best when they are most likely going to make the payment.

4.       Cross sell other products or apps

With a large user base those apps are a good marketing channel. If they downloaded this app, they might be interested in downloading your music app too, right? You can also promote value added services: if the user subscribes to Economy tips they may sign up to business news. As you know all about which services they use, you can predict which services they would be interested in.

5.       Promote devices

User who purchased the latest iPhone would be interested in a discount for related accessories, or users who have been loyal to Android phones would love to hear about your latest Android launch. So why not let them know via a rich media push notification? You may also use an Android image push to attract more attention with a nice picture.

With detailed knowledge of your customers and their behaviours, the  use cases are only limited by your creativity. If you need help, our customer success team will be there for you!


2 replies
  1. Tbilisi Hotel Tbilisi
    Tbilisi Hotel Tbilisi says:

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