Integrated Self-Service App

Self-Care

African American woman in plaid shirt looking at smartphone in a café with a latteSmartphone on wooden table screen with Maplewave self-care app displayed

Put the Telco Store in Your Customer’s Pocket

What if your customers could manage their telco services from anywhere in the world?

Maplewave’s Self-Care solution is a key part of the modern, customer-directed telco experience that we call Transact-Anywhere. Self-Care harnesses the full power of the Maplewave platform to deliver a cohesive retail experience in the digital channel.

Using native iOS and Android apps, or their internet browser, customers can handle transactions that would normally require an in-store visit, such as topping up, changing their plan, paying a bill, ordering a new device or product, or getting support.

  • The Power of APIs:  By leveraging information and open APIs from Maplewave’s platform, customers can access even more advanced functions, such as viewing which stores have a particular item in stock, browsing device features, exploring recommended add-ons, and more. Your customers will also be able to view and modify their current plans and add-ons.
  • Endless Delivery Options: If a hardware purchase is made, the device, SIM, or other home-related hardware can be picked up in-store or delivered to the customer’s home. Behind the scenes, Self-Care is a true extension of our platform and coordinates the inventory movements with the warehouse or store.
  • New Marketing Strategies:  Self-Care also has many marketing benefits. Using push notifications, personalized offers can be sent directly to customers’ devices or browsers. With one click, the purchase process can be initiated and completed from their handset or computer. Self-Care’s geo-fencing capabilities mean offers can be further targeted based on the customer’s current location.
  • White-Label Advantage: While self-service apps are common in the industry, they are not created equally. Many telcos use standalone solutions that operate in isolation from the rest of their infrastructure – or require multiple, expensive integrations that still fail to deliver the seamless, fully-functional omni-channel experience customers expect. Maplewave’s white-label Self-Care solution taps into common integrations across channels, which dramatically reduces costs and ensures an unbeatable speed-to-market.

To learn more about the benefits of self-service solution, contact us today

Self-Care Benefits

Exceptional Cost Savings

Our premium, white-label product leverages existing integrations and functionality from across our platform for a significant cost savings versus other custom-made apps. Telcos enjoy further savings as customers are empowered to handle their own support needs, reducing employment costs.

Improved Marketing Strategies

Push notifications are delivered directly to customers’ devices or browsers, and as a result, are viewed more frequently than other types of marketing. Geofencing lets telcos deliver offers within context, such as when customers are near a store, or when they are leaving the service area, which results in better conversions.

Reduced Inventory Investment

Now that order pickups can be scheduled in advance, or shipped directly to the customer’s home, telcos can reduce the amount of stock that’s carried in-store.

Enhanced Customer Experience

Self-Care puts customers in control of their experiences and gives them the flexibility to choose how and where they’re serviced. It also makes interactions more efficient and enjoyable; customers can book appointments in advance or use remote diagnostics to dramatically reduce support times, which results in higher NPS scores.

Man in grey cardigan on a bicycle looking at smartphone

Key Features

Bill & Payment Management

Lets customers view billing history, make payments, or add funds to their account.

Subscriber & Account Management

Customers can change primary offers, add-ons, add new subscribers, or upgrade their device. They can also manage their account information.

Hardware Orders

Customers can order hardware through the app, such as devices and SIMs, and have it delivered to their home or prepared for in-store pickup; Self-Care handles the inventory movements behind the scenes.

View Usage Information

Lets customers view usage information.

Help Tools

Customers can help themselves with FAQs, built-in chat and call support, store locators, or diagnostics.

Appointments

Customers can make appointments through the app to pick up new items, or to schedule support.

Marketing

Customers can set personal preferences for more targeted offers. Geo-fenced controls can also inform customers of offers when they are near a store or recommend add-ons when leaving the service area.

Key Features

Bill & Payment Management

Lets customers view billing history, make payments, or add funds to their account.

Subscriber & Account Management

Customers can change primary offers, add-ons, add new subscribers, or upgrade their device. They can also manage their account information.

Hardware Orders

Customers can order hardware through the app, such as devices and SIMs, and have it delivered to their home or prepared for in-store pickup; Self-Care handles the inventory movements behind the scenes.

View Usage Information

Lets customers view usage information.

Help Tools

Customers can help themselves with FAQs, built-in chat and call support, store locators, or diagnostics.

Appointments

Customers can make appointments through the app to pick up new items, or to schedule support.

Marketing

Customers can set personal preferences for more targeted offers. Geo-fenced controls can also inform customers of offers when they are near a store or recommend add-ons when leaving the service area.