One in six mobile users have experienced “bill shock,” a sudden and unexpected increase in monthly bills. Bill shock leads to frustration, heated calls with customer care, dissatisfaction and churn. This phenomenon is exacerbated by the explosive growth of ‘always on’ data and customer confusion about how much a MB or GB of data is.
Stopping potential bill shock needs:
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Real-time collection and rating of usage |
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Real-time visibility to customers of their spending |
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Notifications – delivered direct to customers to put them in control of their bills |
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Controls – enabling customers to set their own usage and spending levels |
In many countries operators need to comply with industry guidelines and legislation, such as the CTIA Wireless Consumer Usage Notification Guidelines and the European Union Data Roaming legislation.
Whether or not there is regulation in place, operators cannot afford the financial and competitive implications of bill shock, knowing that customer retention is critical and this issue mainly affects post-paid subscribers who generate the highest ARPU. Operators and subscribers both gain through full transparency and user control over spend.
Download the guide to addressing Bill Shock with Spending Limits, and find out how you can create a key differentiator that enables regulatory compliance, enhances the customer experience, and maximizes ARPU.
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