SOUTH PLAINFIELD, N.J.--(BUSINESS WIRE)--AetherPal, a leading provider of connected device support software for mobile operators, today announced the launch of Self Care, a user-initiated Smart Care® solution that enables mobile device users to troubleshoot and resolve common issues on their own without assistance from a customer care representative. Once deployed, Self Care can significantly reduce both the number of incoming call center inquiries and device returns while at the same time increasing customer satisfaction.
Self Care is the first step in the Customer Experience Journey where users are empowered to resolve issues themselves in real-time. AetherPal’s suite of Smart Care® products enables mobile operators to support the Journey, including Self Care, Device Tutorial Wizards, Client Analytics, Device Care CRM and Remote Support, resulting in operators providing an enhanced level of customer experience while reducing support costs.
“Many of the problems users experience with their smartphones or tablets tend to be basic in nature and resolvable with guidance and instruction,” said Daniel Deeney, CEO of AetherPal. “Self Care provides just that, allowing mobile device users to take matters into their own hands to quickly identify and resolve these basic issues or simply learn more about the features and functionality of their devices. For operators, it’s another tool that reduces call center volume while affording agents the time to attend to customers with more complex issues.”
Features of AetherPal’s Self Care product include:
- Device Health Check runs a series of diagnostic tests to troubleshoot network, application and device issues.
- Interactive “Learn & Do” Wizards that help better familiarize users with both the simple and more advanced features of their device.
- Tutorials and Videos that simplify the overall experience, providing the user with account and device information instantly while allowing the operator to offer a more personalized experience.
For a medium-sized operator, the business case for deploying a Self Care solution is compelling. For example, a 5% reduction in inbound calls may result in over $10 million in annual cost savings from lower support costs and reduced device returns.
In addition to reducing customer support costs, Self Care also offers additive promotional and monetization opportunities allowing the operator to upsell upgraded services based on customer usage and the issues at hand.
AetherPal will be demonstrating its Self Care product at TM Forum Live, Meeting Room M on Level 3.
AetherPal is transforming the support experience for connected device customers. The world’s most respected mobile operators and device suppliers rely on AetherPal’s Smart Care® products to engage directly with customers to quickly resolve issues, augment device performance and improve productivity, resulting in satisfied customers, fewer device returns, and lower support costs. AetherPal is backed by New Venture Partners and Point Judith Capital. For more information visit www.aetherpal.com.