Over half of the customers dissatisfied with the quality of the service are willing to change operators, therefore it is essential to continuously measure the QoE perceived by the user so as to anticipate and increase customer satisfaction
Beyond Measurements: Act!
These measures and analysis are just the first step in covering the global scenario of QoE. Augura’s team ( powered by Optare Solutions), resulting from in-depth experience in systems integration for telecommunication operators worldwide, can incorporate this data to the processes and systems needed throughout the organization
Thus reducing the costs of customer care, from a reactive scenario where the solution allows to perceive, in advance, more information about the customer service status improving the speed and precision of the response; to a proactive scenario which could be acted upon before the customer perceives a degradation of the service. Also, in a second phase, detect patterns in a service or group of customers to define strategic optimization actions
Integration of QoE values will help increase the accuracy of a churn reduction scenario, by incorporating the user’s’ real perception when using the services.
In turn it can be used to improve the efficiency of up and cross sell campaigns, incorporating these values into the marketing automation system
Know And Improve The Quality Of Experience Of Your Users With Augura Predictive QoE Solution
Augura’s predictive QoE solution goes beyond isolated measurements to predict the QoE of each customer. Contact us and request a demo to show how we can help optimizing your customers’ QoE