customer self-service functionality

Is your lack of Customer Self-Service functionality losing you business?

Telecoms billing has come a long way. From traditional paper-based invoices to sophisticated, real-time digital systems, the industry has undergone a remarkable evolution. However, the journey doesn’t stop there; the next frontier in telecoms billing is customer self-service functionality.

In this blog post, we explore the importance of self-service functionality in telecoms billing and how its absence could actually be losing you business.

 

The benefits of Customer Self-Service functionality

Reduced Drain on Support:

Empowering end-users with self-service capabilities significantly reduces the burden on your support staff. Routine tasks, such as checking usage or setting up alerts, can be seamlessly managed by customers, allowing your team to focus on more complex issues. This not only improves overall efficiency but also enhances customer satisfaction.

Our billing software, ZOEY, integrates directly with industry-leading carriers (Zest4, Giacom (formerly DWS), O2, Vodafone, Cellhire, Wireless Logic), enabling end-customers to self-serve an array of functions in real time. This translates into time savings for both your business and your end customers.


“Self-service has been a great addition for our customers, which has helped in building rapport as well as significantly reducing the time my team would spend on tasks that customers can now manage themselves.”

 

Out-of-Hours Support:

A cloud-based customer portal provides 24/7 accessibility, empowering end-users to self-serve outside of regular business hours. Critically, users can place a lost/stolen bar on a mobile or do a SIM swap to get themselves back on-air after a faulty SIM card, as and when they need to. This is especially beneficial for businesses without the resources for 24/7 support, enhancing customer satisfaction and service levels.

 

Improved Brand Perception

Allowing customers to manage their accounts, view billing details and resolve issues independently fosters a positive relationship between your business and its customers. The right customer portal can greatly improve your customers’ perception of your business.

ZOEY’s fully branded customer portal delivers a truly personalised experience with custom URLs, logos, backdrops, colours, chart themes, fonts, and even social media integrations. Proper branding, that matches your own website, not only looks professional but helps build trust with your partners. It also helps your business stand out from the crowd and attract new customers.


Huge shout out to Tekton Billing, for making our customers’ lives that bit clearer. It’s not often a customer can see live data on their usage and spending for both mobile and landline, in one pane of glass.”

 

Compliance

Customer self-service functionality is no longer a ‘nice to have’, rather a necessity. Regulatory requirements, such as Ofcom’s amendments, require resellers to provide end-users with the ability to check their usage, spend and invoices online, protecting businesses of all sizes, even those under 10 employees. End-users must be notified when a service within their tariff plan reaches its limit and detail any associated charges.

 

Real Time Insights and Alerting

Self-service portals offer real-time visibility into usage and costs, enabling informed decision-making. With live unbilled data collected automatically via hourly CDR processing, ZOEY provides extensive interactive reporting and enables end-users to query usage in real-time. It also allows end-users to set their own usage and spend limits, with automated alerts programmed at specific costs, percentages or time durations. These alerts are delivered to customers via email and SMS.


“The self-serve functionality has been a massive win. Being able to guarantee bars, caps and alerts are live within hours, rather than days, and giving customers that level of control has been a game changer.

 

Increased Sales

Many of our partners find that ZOEY’s slick user experience, functionality and white label branding help attract new customers. You can configure targeted marketing messages that pop up to specific users as they log into the portal. These messages can be used for advertising, RPI notices, holiday opening hours and service status alerts, creating cross-selling opportunities. Therefore, ZOEY not only boosts your brand credibility but helps drive sales too!

We are delighted that many of our customers have won business on the strength of our ZOEY platform alone. For more details, read our post on The Value Add of Billing: Driving Sales.

 

Summary

The integration of customer self-service capabilities in telecoms billing is not just a technological advancement; it’s a strategic necessity. By empowering end-users to take control of their services, businesses can reduce support demands, offer out-of-hours support, improve brand perception and provide a personalized experience.

If your business still relies on traditional billing methods, it’s time to evaluate whether the absence of self-service is holding you back. Embracing self-serve functionality could be the key to unlocking new opportunities, improving customer satisfaction and positioning your business as a leader in the telecoms industry.

 

Curious to see what the ZOEY Customer Portal would look like in your own branding?

Get in touch and we’ll send you some personalised samples.