As an MVNE, you’re mission-critical to the success of your MVNO clients. From eSIM management to payment processing, they count on you for the infrastructure that powers their business. In fact, it's embedded in the "E" in "MVNE" — you're an enabler of their performance. You’re the engine behind the experience, even if they’re the ones in the spotlight.
Like any company, you want to expand. You want to acquire valuable new customers looking to enter the market and scale fast. Most importantly, with endless choices of providers, you want MVNOs to choose and stay with your brand.
But as the telecom market becomes increasingly crowded, you're facing increased competition. How can you make sure MVNOs choose you over a competitor? One way to differentiate your brand from the rest is through seamless tech support.
However, you don't need to build and maintain all the tech support architecture yourself. There are many MVNE tech support solutions that can help you better help your customers. When you find the right fit, these customer support tools can have a powerful impact on your company's success.
Below, we go over some of the many potential benefits of using MVNE tech support solutions for your business.
The critical benefits of using MVNE tech support solutions
MVNOs have endless choices of MVNE service providers. Below, we go over a few key ways MVNE tech support solutions can help your company stand out in the increasingly crowded telecom markets.
Increase MVNO loyalty through quality tech support
Customer support is vital to the success of any MVNO brand. 96% of customers will stop doing business with a company after just one bad service experience. If you want to keep your valuable MVNO clients, you need to help them provide the best tech support possible.
MVNOs rely on quick, reliable tech support as demands for their services rise and for expanding into new markets. Tech issues inevitably arise for even the best service providers. For example, let’s say an MVNO launches a new service bundle, but there’s a problem with integrating the billing API.
The team at the MVNO reaches out to the MVNE service provider, but it takes hours to get a response. In the meantime, customers become increasingly frustrated, calling and writing in with complaints about their billing issues. As a result, customer rage increases, and the MVNO’s reputation is damaged.
If your company fails to provide MVNOs with the resources they need for quick troubleshooting, they’ll go elsewhere. Switching MVNE providers is easy, so you need to create a competitive tech support experience that reduces customer churn and improves brand loyalty.
Providing MVNO clients with access to reliable, up-to-date troubleshooting empowers them to create a better customer experience. When MVNOs can rely on you for the tech support they need, you increase your chances of retaining those high-value customers.
Interested in learning how one MVNO earns five-star ratings with Ozmo for Agents?
Tech support can lead to increased revenue opportunities
Good customer service can also be a great way to improve your company's profitability. Numerous MVNEs offer basic email ticketing. Not only does this not meet the need for fast customer service, but it also means your offering blends in with everyone else's.
To stand out, consider offering tech support as a value-added service. Good customer service is paramount not only to the success of your company but also to the success of your clients' businesses. Telecom is one of the top 10 industries in which consumers report numerous poor customer service experiences. With most customers willing to leave after one bad experience, MVNOs don't get a lot of second chances.
This is where you can swoop in to save the day. If your MVNO customers don't have internal tech support infrastructure, you can offer it as an add-on service. You can also provide various tiers of support at different price points to accommodate different customer needs.
You might think, "But we don't have the infrastructure ourselves to handle our customers', and all of their customers', requests." The good news is you don't have to. There are numerous SaaS solutions you can choose from that offer access to instant support in the form of conversational AI chatbots with 24/7 responses, device support and application support. This enables you to offer customers support without additional administrative burdens on your internal teams and resources.
Some telecom tech support providers also offer revenue opportunities through profit sharing or referrals. You should thoroughly research providers or ask them directly to clarify if partnership or referral opportunities are available to customers.
Help MVNO customers scale business operations faster
As demand for low-cost telecom services continues to grow, MVNOs have a lot of opportunities to earn more customers and revenue. The MVNO services market is expected to grow to $17.8 billion by 2028.
However, this growth can be stunted if MVNOs lack the tech support they need to scale their business effectively. For example, MVNO customers may rely on you for SIM and eSIM card provisioning. If they run into issues with SIM activation, it can delay the launch of their services or the ability for MVNO customers to activate their devices and subscriptions.
If MVNOs have trouble onboarding or can't provide fast support, the company can lose out on valuable revenue opportunities and experience stunted growth. However, if you offer tech support as a value-added service, MVNOs that subscribe to this offering can streamline the onboarding process and technical troubleshooting.
For example, you could use self-serve guides from an MVNE tech support solution to create onboarding guides for your client's various services. Or, if an issue escalates beyond the capability of a chatbot, a live agent can use remote video tools and dynamically updated content to troubleshoot complex tech issues.
Most importantly, if you provide this as a value-added service, MVNOs can provide fast, reliable tech support without the company having to create internal self-service architectures. This helps create a better onboarding experience, which is critical for reducing churn. MVNOs can help more customers in less time, which allows the business to scale efficiently. In turn, their success helps fuel your company's success.
Quality tech support improves your brand’s reputation
If your company can provide effective support during critical onboarding stages, you go beyond just helping your clients help their customers. You also prove to customers that you're a reliable MVNE services provider.
This can be critical for enhancing your brand's reputation. If your customers can rely on you for their most critical tech support needs, you become the common-sense choice for MVNOs looking for an MVNE. Additionally, despite it being easier than ever to switch MVNEs, good customer support can deter clients from wanting to look elsewhere.
When MVNOs are unable to provide timely customer service, it doesn't just affect their reputation; it affects the reputation of the MVNE the company does business with. When issues arise, MVNOs want an MVNE that answers support tickets fast, so they can focus on growing their business.
Not all MVNEs are created equal. If an MVNO isn't getting the tech support needed to help customers from its current provider, company leadership may start looking at competitors that actually address those needs. That could be you.
Providing MVNOs with strong tech support provides more benefits than just brand name recognition. Your customer service also enhances the customer experience, which is critical to your bottom line. Data shows that a business that creates a strong customer experience enjoys 5.7 times more revenue than its competitors. By prioritizing tech support, MVNEs can increase brand awareness and stand out from the competition.
MVNEs that prioritize tech support are well-positioned to succeed
Tech support is now mission-critical to MVNE success. Timely tech support is vital to help MVNO customers efficiently scale and provide the fast tech support telecom customers demand.
By providing customers with reliable tech support, MVNEs can help an MVNO improve the customer experience for its own customers. Benefits such as increased revenue opportunities, reduced customer churn and enhanced brand reputation can make investing in tech support a worthwhile effort for MVNEs.
Are you looking to use tech support as a value-added service to differentiate your brand? With a deep understanding of the telecom space, Ozmo has provided tech support solutions for enterprises such as Consumer Cellular, TELUS, Cricket and more. Learn more about our MVNE customer support solutions today!
