DeviceBits is touting its Academy product suite for customer service for mobile virtual network operators (MVNOs).
An MVNO leases cellular coverage and data bandwidth from one of the four nationwide carriers (AT&T, Sprint, T-Mobile or Verizon) and then resells it to consumers. MVNO service packages are often sold through big-box retailers like Walmart, BestBuy and Target, in a prepaid service plan.
DeviceBits’ Academy suite offers MVNO customers a destination that includes digital content for all handset device models, which include FAQ’s, guides, tutorials and videos that are intelligently linked to predict user journeys, providing a positive customer experience. It uses data science to adapt over time and create relationships across digital assets, eventually predicting consumer behavior.
“Today’s customer is more self-sufficient than ever before thanks to a wealth of knowledge and support materials readily available online,” said JC Ramey, CEO of DeviceBits. “Mobile carriers are leveraging this customer service content, and are now utilizing self-service platforms such as Academy that enable their customers to access the information they need to answer any question they have about a product or service offering, saving time and increasing customer satisfaction levels.”
The company said that one MVNO will use the platform to answer more than 20 million customer requests in 2017, and deflect more than 10 million calls from its call center. These numbers are expected to top last year’s customer support requests of 14 million and 9 million, respectively.