Commercializing customer support services in the mobile industry

1st March 2009

As mobile device and service complexity proliferates, so too does the demand on mobile organizations to deliver effective, comprehensive and efficient customer services. Unfortunately, the high level of technical proficiency and expertise expected by today’s consumer often comes at the cost of operational profitability.

It’s no wonder then that many organizations are looking at the precedent set by the IT industry for ‘premium’ customer care. Will the mobile consumer pay for a more comprehensive, specialized support service?

In a sector in which charging for support is a rarity, organizations have little in the way of market precedents from which to base strategic decisions. WDSGlobal ’s latest paper "Commercialization of MNO Technical Support" presents the challenges and considerations that will be faced by mobile operators looking to define a strategy for the commercialization of their technical support services.

"Commercialization of MNO Technical Support" explores the variety of charging mechanisms available to mobile operators, investigates market precedents and provides a number of models that can be used to evaluate the scope, positioning, appropriateness and price point of a premium support offer.

The paper can be downloaded for free by filling in your details on the form below:

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