New ‘Self-Care’ Solution from Telespree Enhances Mobile Phone Customer Care Experience
Allows Consumers Universal, Easy Access to Self-Manage Plan, Features and Account Directly From Device
Self-Service Platform Reduces Operational and Customer Care Costs for Wireless Service Providers
SAN FRANCISCO March 27, 2008 - Telespree Communications, the leading provider of on-device automated self-service solutions for wireless service providers, announced the launch of its new suite of Self-Care applications. For the first time, consumers will be able to manage their account directly on their mobile device without the assistance and high costs associated with personal customer care, sales clerks or an IVR. Service providers are also able to reach their users 100% of the time through dynamic, on-device Self-Care services. In addition to Telespree’s Over-the-Air (OTA) Activation and Service Enrollment applications, the new Self-Care offerings include: Check Balance, Top Up, Pay Bill, Add Features, Change Plan, Change Phone Number, Transfer Balance/Gift, My Account and other options. Telespree’s new suite of applications are available for existing and new wireless service provider customers.
Self-Care services are a natural extension of Telespree’s Over-the-Air (OTA) Activation and Service Enrollment offering. The Telespree Self-Service platform provides automated account set up, and now with Self-Care ongoing account management, resulting in an improved end-user experience, significantly lower customer support costs, and revenue generating opportunities through repeat use account management activities. Unlike the web, retail outlets or customer care, Telespree’s new Self-Care solution on the mobile handset provides service providers a direct communications link to their customers all the time.
With one click from the mobile phone Tools Menu, consumers can select the Self-Service option to view their balance, add money to their account, pay their bill, add or change features and rate plans and manage their account at their convenience and at no cost. Consumers do not need to have a data or mobile web plan to access any of the Self-Care options. Telespree’s suite of Self-Care applications are network based so wireless service providers can easily modify business logic, user interface text, payment options, plan and feature offerings, promotions, and language at any time. Since Telespree’s Self-Service Platform has knowledge of the user account information, device, channel, location and other data, activities and features can be specifically tailored to the individual user in real time. The platform enables an integrated product solution to provide real time monitoring of device and user interactions, event reporting and dynamic management of all applications.
"Telespree’s new suite of Self-Care applications not only helps service providers reduce operational costs but also provides an upselling opportunity with self-care activities such as Top Up, Add Features or Change Plan," said Bill deKay, chief executive officer at Telespree. "As users always have their mobile handset with them, Telespree enables the service provider to reach their customers with personalized features all the time."
"With Telespree, service providers can now leverage the mobile device as a self-service tool while creating opportunities to deliver value and monetizing natural interactions," said Adam Guy, analyst for Compete, Inc. "Consumers want to be able to manage their accounts and consume additional services through multiple channels while still enjoying a personalized experience."
About Telespree Communications
Telespree, with nearly 3 million activations globally, has created the industry's first self-service platform for automated activation, programming, service enrollment and ongoing account maintenance using only the device without the aid of a sales clerk, call center or IVR. Telespree’s innovative network solution transforms any wireless device into a convenient self-service terminal, allowing mobile service providers to significantly reduce customer care and distribution costs, improve the end user experience and increase ARPU. Wireless service providers are also able to survey, profile and interact with the end user via the device to deliver targeted plans, products and advertising. The Telespree solution works with any mobile device, whether handset, wireless notebook, data card or telemetry module.