Customer experience, in an end-to-end context, is defined as the quality of each of a customers touch points with a company’s products, services and brand. Having a solid customer experience program is vital in acquiring and retaining more customers.
Many service providers today are focusing on what is called the Digital Subscriber Experience – the touch points with a customer through a computer, tablet, or smartphone.
As a result and as part of a service providers monetization strategy, they need to equip their enterprise customers with tools to self manage their subscriptions through many different channels. This allows customers to:
- Log in to view invoices and service level usage
- Pay their bills – and do so in a secure PCI compliant manner
- Add and remove incremental and new services