Carrier iQ Care: A Device-Centric Big Data Customer Care Solution

By Mandira Srivastava
TMCnet Contributor

How can you reduce customer service cost without compromising the customer experience? How can you create loyal customers without increasing service operating costs?

It seems that Carrier iQ, a company in mobile intelligence, is set to deliver immediate and relevant answers to these questions. After all, customer service plays important role in reducing complaints and increasing customer satisfaction.

Recently, Carrier iQ introduced its iQ Care device-side care solution worldwide, designed to reduce customer care costs, increase subscriber satisfaction and limit churn.

Customer support costs have increased with mobile devices, particularly smartphones and tablets. Other factors, including uncertified applications, new interfaces, complexity of devices, fragmentation of operating systems and the frequency of updates, have also contributed to increasing customer support costs. 

iQ Care can reduce the duration of customer support calls, lower the number of no-fault-found device returns, and improve the overall consumer experience. Developed on Carrier iQ’s unique, big data Mobile Service Intelligence Platform (MSIP), the campaign also helps mobile operators analyze relevant user experience metrics from the device through its iQ Agent on-device software.

 iQ Agent collects system information on the performance and usage of the device and delivers this to the MSIP. In this way, mobile operators can measure the performance of a device to help resolve device support issues.

Sheryl Kingstone, Yankee Group (News - Alert) Research Director, said in a statement, “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. 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.”

 The company has selected Mobile World Congress (News - Alert) to showcase iQ Care. For more information about this solution, check out Carrier iQ at booth 5H34 (Hall 5), as well as at numerous Carrier iQ partner booths, at Mobile World Congress in Barcelona, Spain, February 25-28.