Big Data Customer Care Solution Introduced by Carrier iQ

 Mobile intelligence company Carrier iQ has announced the newly available iQ Care device-side care solution intended to reduce the costs of customer-care efforts, reduce customer satisfaction, and reduce churn. With the accelerated growth of the market for mobile devices (and related support costs), and the general wealth of data operators have from their networks, access to customer information has skyrocketed, but operators typically have little insight into the performance of the mobile device itself.

“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. “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.”

iQ Care reduces the duration of customer support calls, decreases the number of no-fault-found device returns, and improves the overall customer experience. The on-device software analyzes user-experience metrics from each device while gathering performance and usage information about the device; all with explicit permission from the end-user and a negligible performance impact. Agents can then use the returned actionable insights to resolve customer problems efficiently and quickly.

“iQ Care is a proven solution with the most recent deployment now handling eight million simultaneously reporting devices. We are charting a path forward for operators, device manufacturers and other service providers to leverage device-side insights, first for reactive care, then for proactive care and, ultimately, for self-care. This approach delivers a quick and substantial ROI while dramatically improving customer experience. iQ Care is another step in our vision to become the provider of choice for mobile intelligence to the smartphone industry and to the roaring growth of mobile-connected devices,” Larry Lenhart, CEO of Carrier iQ, said.