Ciqual Tackles On-Device CEM
EDINBURGH, U.K. -- CIQUAL today announced the launch of their Smartphone and Tablet on-device solution enabling closed-loop communication between the mobile operator and their customers and providing user engagement tools to turn customers into advocates while reducing service performance complaints. The CIQUAL on-device application indicates to users the actual connection performance to commonly used internet services right here, right now, empowering the user to take intelligent decisions on where and when they use their mobile services, as well as providing feedback to the Mobile Operator on service and device-related issues. For mobile operators, the new CIQUAL solution uses the power of Mobile Apps to enable marketing, operations and customer service teams to communicate with users on their service experience and close the loop between poor customer experiences and resulting network and service improvements. The customer’s actual user experience and subjective feedback are correlated to ensure the most critical user-affecting problems are prioritised and quickly resolved. For the first time, Mobile Operator marketing, operations and customer service teams will have full visibility of the customer experience whether users connect via the 3G or 4G network, home or office Wi-Fi or any other connection method, delivering continual user experience visibility. The location of user issues is also identified, including 3G/4G cell and Wi-Fi hotspot. Ciqual Ltd.