The growth in smartphone and mobile application usage has seen a corresponding growth in calls to customer care centers by consumers seeking to understand why their data usage is so high. Customer care staff cannot identify the specific mobile applications or services which led to high data usage and may end up waiving or discounting the mobile data charges to placate the subscriber.
Governments and regulatory authorities are also becoming aware of this issue and are encouraging mobile operators to offer tools to allow consumers to better manage their data usage.
Amethon’s Mobile Analytics provides the ability to track each the specific mobile applications or sites associated with each subscriber’s data usage. This information can then be made available to customer care staff or directly to the subscriber via the operator self-care portal or application.
Mobile Analytics tracks each subscriber’s data usage in terms of:
- The specific device including make, model and operating system.
- All of their mobile applications including the time and date of usage.
- The individual sites which were visited.
Data is updated in near real-time (within minutes of activity) ensuring that customer care staff or individual subscribers have the most up to date information.
Standard dashboards and reports are easily accessed by customer care staff or subscriber information can be made available to self-care portals through a range of different API methods.
Providing the information required by customer care staff to answer subscriber questions about data usage, reduces revenue loss through bill discounts and improves customer satisfaction.
Empowering subscribers to better manage their own mobile data usage results in fewer calls to the customer care center and improves customer satisfaction.