Customer experience analytics and service monitoring firm SpatialBuzz has launched a new handset measurements capability that promises to help mobile network operators proactively improve customer satisfaction levels.
The new CEM solution identifies customers receiving poor service levels by collecting radio related measurement data in real-time and using a unique set of algorithms to geospatially visualise RF conditions on the network.
SpatialBuzz said the tool is easy to deploy and can be embedded into existing operator self-service apps. The tool retains anonymity for the customer and is optimized to minimize battery usage, with customers able to opt-in or out of the service at any time.
“Device measurements not only helps diagnose dissatisfaction hotspots faster, they also help identify where dissatisfaction might be increasing,” said SpatialBuzz CEO Peter Young. “The new tool also allows for a deeper, relevant and more meaningful conversation to be had with customers experiencing problems.”
Young adds that the tool gives mobile customers a way to tell their service providers when the network is not working for them besides the usual (and sometimes daunting) option of calling the call center.
“Also, hotspots of ‘silent unhappy customers’ can be revealed by using the tool, for subsequent experience optimization and engagement,” Young said.
SpatialBuzz said the solution is suitable for MNO, corporate and MVNO environments. The company also said that 2.5 million consumers are set to benefit from the new solution by Q2 2017.