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Selfcare

MAIN FEATURES

  • Account Management features

Account Management allows clients to manage and change their own accounts;

  • Balance, Billing, and Payment

Pre-paid customers have the opportunity to be informed about the remaining balance, account validity and recharge information. Post-paid customers can see the current usage status, bill information and specific post-paid services like a direct debit subscription.

  • Consumption and data plans

View user consumption, manage data plan, access available bundles/promotions, view available roaming services and so on.

  • Services and Products

Activate important functionalities such as data plans and/or roaming; use operator services with a fast access option and manage operator services or contents.

  • Offers, Promotions, and Loyalty 

Loyalty program as Nojoom discounts, personalized operators offers, promotions and opportunities; purchase additional products from operator’s online store; allow the customer to utilize points by redeeming third-party options like Cinemas; locate and manage store pre-booking appointments.

  • Social Media

Opportunity to analyze customers behavior and services KPIs, through a detailed report; opportunity to access Operator news in real time; access and share information of operator’s press releases, website update, Facebook, Twitter, Instagram and etc.

OPORTUNITY

BENEFITS OF INCREASING CUSTOMER ENGAGEMENT

  • Increase customer satisfaction
  • Decrease customer service costs
  • New sales channel
  • Promotion channel
  • Reduced amount of paperwork

USE OF CUSTOMER SELF CARE AS A SALES CHANNELS

  • Promotion channel for TIMWE VAS services
  • Send targeted push notification

OUR APPROACH

For a generation of mobile users, TIMWE developed a New Generation of Mobile Self Care with state of the art technology, offering the best in class technology and a consultancy validation.

TECHWE process includes user requirements gathering, design solutions, and validation. The design is carried out in several iterations; defined during project’s analysis phase, ensuring solutions meet user needs before final development.

 

SELFCARE2

 

  • Stage 1: From traditional to “do it yourself” model;
  • Stage 2: Leverage the Master Aggregator view, apply BI and recommendations to surprise the user with relevant, recurrent usage services;
  • Stage 3: Reach an integrated customer value management platform, gathering information from all relevant carrier interfaces to be consumed by the app;
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