Mobile Bill Shock: Leveraging FCCRegulations to Enhance the Subscriber Experience and Create Stronger Subscriber Loyalty

Interact Incorporated

Abstract:

“With the advent of smartphones and the subsequent rise of the consumption of data and roaming services by mobile subscribers, mobile operators have been faced with the task of providing transparent billing for these services. With the wave of consumers demanding advanced data and roaming services, operators have struggled with finding efficient means for the billing and rating of these services. This has led to an increase in customer Bill Shock when receiving unexpectedly high data and roaming bills, as well as attracted the attention of regulatory agencies looking to establish protections in order to deflect cases of Bill Shock. The following paper will explore the various avenues mobile operators can leverage to provide greater billing transparency, enhance the subscriber experience, and create stronger subscriber loyalty.”

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