Page 82 - SAMENA Trends - March-April 2023

ARTICLE SAMENA TRENDS

Network registration error messages will
tell you that there is a connectivity problem
for subscribers. It is possible for you to
identify your subscribers who can’t connect
to mobile networks abroad and fix the issue
for them quickly!

As said, most likely the subscriber will first
look for alternative connectivity, and as
soon as that subscriber connects to Wi-
Fi, you can reach out through over-the-top
applications (OTT) and initiate the process
of getting roaming services activated.
WhatsApp, for example, with more than two
billion people using the platform around the
world, gives you the power to reconnect
with your subscribers with a simple
message acknowledging awareness of the
issue and offering a solution. That’s the
start of a customer journey that turns a bad
experience into a positive one, leveraging
the Wi-Fi connection and using the rich
communication methods that OTT services
offer.

These few simple steps can help.
1. Explain the situation and offer a solution
– Understanding.
2. Provide transparency to cost of roaming
– Confidence.
3. Let the subscriber choose a data
roaming pack – Convenience.
4. Activate roaming services – Enjoyment.
5. Provide control over data consumption
– Trust.
Now you have turned a traveler’s
connectivity issue into a moment of
customer experience excellence! A once
invisible and unactionable subscriber
This is a missed roaming revenue connectivity. Think of the need for GPS issue can be converted into a new revenue
opportunity for you as their home operator. navigation applications or car-ride services opportunity for mobile operators.
To make matters worse, there is also a when traveling; booking hotels on-the-go;
loyalty risk when a frustrated subscriber or live sharing their moments on video with Are you curious to understand the extent of
takes the poor customer experience back people back home as travelers visit the this problem further, so that you can get
home! Without cellular service, most wonders of the world. For travelers, there ahead of any issues that may trouble your
travelers will look for Wi-Fi—at the airport, is nothing better than cellular connectivity! subscriber base and build a better roaming
in a hotel, or wherever they find connectivity So, for a traveler who hadn’t requested the experience? If so, I invite you to contact
first. Is it too little, too late to reach out to roaming service prior to leaving the country, Syniverse to learn more about how
them once they have found Wi-Fi and enjoy how do you turn a potentially poor customer Syniverse can provide you with insights and
connectivity? The simple answer is “No”. experience due to lack of connectivity, an end-to-end cloud-based solution that
into an opportunity for customer service
As opposed to Wi-Fi, Mobile Networks excellence and operator revenue? seamlessly integrates with your network.
can satisfy the need for true mobile

82 MARCH-APRIL 2023