Mobile Customer Self-Service

Business Overview

Consumers are increasingly adopting a range of mobile services, thanks to new, feature-rich mobile devices that present these services in an attractive and easy-to-use manner. Analysts estimate that the number of browser-enabled mobile devices will reach 1.5 billion by the end of 2007 and that there is an overall willingness on behalf of consumers to use value-added services on these devices.

What this means for organizations is that there has never been a better time to offer mobile customer self-service solutions that not only provide a simple and intuitive means for customers to access and manage important personal information, but also offer the opportunity to reduce customer care costs and improve customer relationships.

The MobileAware Advantage

MobileAware enables mobile customer self-service solutions that dovetail with existing online services, extending customer care portals and online applications to a wide variety of mobile devices. Customers can retrieve the same information as they would through a PC, but have the added benefit of accessing personal information when and where they choose.

MobileAware's approach to mobilizing customer care applications is unique - our award-winning Mobile Interaction Server is an out-of-the-box software package that leverages installed infrastructure software, developer tools and software skills to allow organizations to reach their mobile customers from any location on any mobile device. MobileAware eliminates the need to purchase and maintain a separate, parallel mobile infrastructure enabling organizations to accelerate the ROI on established systems and applications.

MobileAware also removes the need to adapt content for different mobile devices. Our core technology, which uses device recognition to enable advanced, device-specific content rendering, ensures that mobile customer services are created once and presented in an optimized manner according to the unique characteristics of any mobile device. Our products ship with integration packages for common portal frameworks, allowing mobile services to be easily created and customized using common Web authoring tools, leading to rapid new service introduction.

Business Benefits

Mobile customer self-service offers a full range of tangible business benefits, ranging from reduced customer support costs to improved customer satisfaction and retention.

• McKinsey estimates that the cost of a typical call center transaction ranges between $8-10. Customer studies show that mobile customer self-service can reduce the cost of simple query resolution by up to 95%.
• Mobile customer self-service offers organizations the opportunity to target and acquire new customer segments that value mobility and real-time access to personal information - leading to increased customer growth and revenue.
• Strengthen brand positioning as innovative and future-oriented by offering customers the newest and most desired self-service offerings and actively build the journey from online self-service to mobile self-service ahead of competitors.
• Improve customer retention by offering customers another, more convenient, channel though which to communicate with you.
• Increase cross-sell and up-sell revenue through tailored campaigns during customer service interactions to increase profitability.