COLUMBUS, Ohio – DeviceBits, a leading software company that offers innovative, mobile-enabled platforms that help companies adopt self-service customer support materials, announced today its Academy product suite this year will create millions of customer efficiency opportunities for one of the world’s largest Mobile Virtual Network Operators (MVNO).
An MVNO is a mobile carrier that leases cellular coverage and data bandwidth from one of the four large cellular carriers – AT&T; Sprint; T-Mobile; and Verizon – and then resells it to consumers. MVNO service packages are oftentimes sold through box retailers like Walmart, BestBuy and Target in a prepaid service plan that is more flexible and affordable for users.
DeviceBits and its Academy product suite of self-service customer support materials will help one of the largest MVNOs answer more than 20 million customer requests in 2017, and deflect more than 10 million calls from their call center. These numbers are expected to top last year’s customer support requests of 14 million and 9 million, respectively.
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.
The Academy product suite uses data science to adapt over time and create relationships across digital assets that will predict a client’s consumer behavior. This prediction leads to better outcomes including resolutions and consumer satisfaction.
“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.”
Through its range of innovative, web and mobile-enabled Academy of interactive content, DeviceBits helps lead organizations and their customer service approaches into the future, with improved customer service potential and increased operational efficiencies. The company services clients through interactive tutorials, adaptive FAQs, interactive guides, and videos designed to provide an online Academy approach to self-serving consumers. For more information visit www.DeviceBits.com.