What happens when a customer complains about the network?
- Users that do complain,
- overwhelmingly use calling
- customer care as a method
- of complaining.
- Most users do not
- complain and may
- simply churn instead.
- A customer care executive
- asks the user for details about
- the problem.
- A typical customer care call for
- a network lasts about 3-5
- Mins.
- $$ $$
Complaint Template
Type of Problem:_________________________
When did it occur:________________________
Where did it occur:_______________________
Which Device:____________________________
How many signal bars:___________________
Frequency of Problem:___________________
etc:_______________________________________
etc:_______________________________________
What happens when a customer complains about the network?
Scenario 1 - The network engineer is confident of the solution and makes a change.
Scenario 2 - The network engineer is not confident of the solution and sends a field engineer to check the network at the location.
The full cycle
The moment of Zen.
The value adds are clear!
The value adds are clear!
The RedMango experience.me application changes the way the customer perceives the operator
Typical process for customer complaints
1. Customer complains
2. Customer care forwards case to network team
3. Network team performs remote optimization
4. Engineer visits location to identify problem if not solved
5. Analysis and optimization
6. Engineer visits again to verify resolution
7. Verification of resolution
The RedMango Streamlined Process
1. Customer complains
2. Send link with test app to customer
3. Customer tests experience on own phone
4. Test results uploaded automatically to central server
5. Remote analysis & optimization by central team
6. Customer tests again to verify resolution
The value adds are clear!
NO ERRORS
100% reduction in errors
IMPROVED CUSTOMER PERCEPTION
Up to 60% more likely to be convinced of the resolution
LESS TIME TO RESOLUTION
Up to 30% less MTTR
EXPONENTIAL COST SAVINGS
Up to 50% cost reduction
Proactive Churn Prediction / Marketing Algorithms
When is the right time to up-sell to a customer?
The capture of User experience and behavior allows RedMango to identify business and marketing opportunities as well as predict user demand and address potential issues before they become hot.
Proactive Experience Improvement Campaigns
Automated workflow based dashboards to track and resolve customer experience issues proactively
1. Track multiple KPIs on a live dashboard
2. Automated identification of issues & workflow assignment
3. Predictive Analysis of customer experience KPIs based on patented algorithms
4. Competitive Analysis through additional data plugging
5. Cloud based platform - no installation required
Network Related Brand, Experience & Perception Management
The RedMango experience.me application Dashboard has insights for Marketing, Business, Customer Care & Networks
The RedMango Dashboard performs correlation analysis with other data samples such as :
1. Network KPIs
2. Network Data
3. Marketing Surveys
4. C-Sat & NPS surveys
Make decisions based on need - Improve experience or Perception based on the difference in index between the two.