Gartner Research

Market Trends: CSPs Employ Mobile Self-Service Apps to Connect With Their Customers

Published: 13 March 2013

ID: G00246696

Analyst(s): Charlotte Patrick

Summary

Mobile self-service apps are a hot topic for CSPs. Customer usage is high and they provide a presence on the home screen of the device. This research looks at the top five trends in mobile self-service.

Table Of Contents

Introduction

  • Starting Point: Summary of Today's Self-Service Functionality

Market Trend

  • Further Enthusiasm for New Billing and Self-Service Functions
  • Optimizing Help to Provide Flexible Support
  • Increased Use of Troubleshooting and Diagnostic Tools
  • Three Main Implementation Issues Will Dominate
  • Improved Development Speed and User Experience Are Essential

Vendors to Watch

  • Optus Recharge
  • My SingTel
  • myAT&T
  • Vodafone

Recommended Reading

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