The MobileAware platform enables an operator to measure the overall usage of mobile applications. The platform provides basic tracking for how customers are using applications, how they are starting and ending their journey, what they are doing within the application and what devices they are using. These all provide insight into how a mobile application is performing and completing desired subscriber outcomes. The MobileAware platform also has an analytics capability that can more closely measure how effectively your Self-Care or commerce applications are delivering business value. Tracking how often and through which paths customers access mobile channel functions such as paying bills, optimizing their service plan, selecting add-ons and getting device-based technical support helps operators attribute the mobile channels’ ability to deflect calls from other channels, including expensive call centers.
The reporting and analytics dashboard are delivered either via web and/or mobile dashboards that provide instant and accurate user insight. Mobile operator executives can determine how many dollars are being paid using the mobile channel, what features and services users are adding to their mobile service plans and the top ten FAQs that users access (by device), among others. These reporting modules can be delivered using a fully functional managed service or can be integrated into an enterprise’s current reporting infrastructure as an integration service.
Operators need these insights and reports to not only determine overall performance, but also as a strategy to help tweak performance of user processes and device-specific usage while analyzing why users use or abandon specific functions in the mobile Self-Care solutions. This is key as it also helps to tune adoption across a number of parameters.