Research firm Ovum has predicted one mobile carrier will introduce a self-serving customer care option taking advantaging of new mobile technologies.
Lead analyst for customer interaction Daniel Wong told ITWire this type of service will be introduced within the year.
Many self-serving customer care options work by presenting users with a number of options on their mobiles for troubleshooting, rather than relying on often lengthy calls to technicians.
“It is on the radar for a lot of the carriers. It is just a matter of time before they get the resources and internal planning and processes together but I am pretty confident that by December this year you will see a major deployment [by an Australian mobile operator],” Wong said.
“We believe now is an opportune time for mobile self service. Spending on customer self service via mobile devices is expected to grow at double-digit rates by 2015.
Wong also said Ovum will soon publish a report on the opportunity for mobile self-service options.
Patrick Stafford is a freelance journalist and a former deputy editor of SmartCompany.
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