The approach that mobile operators are taking towards customer bill shock is moving beyond mere compliance with regulatory and legislative requirements. Operators are now seeking solutions which can deliver interactive real-time spend controls which improve customer engagement. Unlimited mobile data plans which do not adequately match network resources with revenue earned are becoming less prevalent. Instead operators are beginning to offer more tailored data plans which will allow customers to match their usage to actual spend. The success of this approach depends on providing visibility to the end user to ensure expensive overage charges which erode customer goodwill are avoided.
How to Prevent Bill Shock
Real-time usage visibility for customers with rich notifications for smartphone customers
As mobile pricing strategies evolve unlimited data plans are becoming less prevalent while tiered pricing models, based on different data entitlements, are more commonplace. These pricing models require operators to put in place usage safeguards and notifications for their customers to avoid bill shock. Real-time usage notification can prevent bill shock by empowering customers to take control of their data usage. Operators can configure different thresholds (e.g. 50% and 80%) to trigger notifications which can create upsell opportunities for those who have reached their data usage allowance. Bill Shock push notifications are superior to SMS and allow the use of graphically rich formats that better reflect the operators brand and product marketing requirements.
Improve credit controls and avoid expensive bill forgiveness costs
Bad debt affects customers’ credit history and increases service providers’ liabilities. Openet’s Bill Shock solution provides an alternative to this scenario. It allows a subscriber to maintain the convenience of a subscription-based account, but safeguards a service provider’s revenue by placing a limit on the expenditure that can be incurred, which in turn can help operators reduce bill shock related churn.