Carrier IQ to Enable Customers to See Handset Monitoring Data

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Controversial handset monitoring company Carrier IQ is planning to make its service more appealing to customers by letting them access the same reports that the mobile networks had been offered.

Available in Q2 2012, this new module will enable mobile operators to include customer experience analytics in their customer service portal. The company said that the platform will allow consumers to better understand and resolve issues regarding the health and performance of their device, applications, battery life, network coverage and dropped calls.

Previously, IQ Care was available only to customer care agents at mobile operators who used the platform to diagnose customer problems when they were called for technical support issues. Now, IQ Care will include a customer service consumer portal.

"Customer Care is the fastest growing cost for many mobile operators, despite the fact that most consumers really don't like calling for help because it takes so long to figure out what is wrong," said Larry Lenhart, CEO, Carrier IQ. "By extending our technology through operators' self-help portals, consumers will be able to identify and resolve issues with their device without ever calling for support."

Industry figures suggest that smartphone users are twice as likely to call for support as feature phone users, but two-thirds of smartphone users would prefer self-help tools to calling into customer care.

Further, smartphones have a much higher no-fault-found (NFF) return rate than feature phones, accounting for up to 40 percent of returned devices. Carrier IQ's technology allows mobile operators to identify and solve issues relating to an individual device, and reduce no-fault-found returns by understanding if a device is truly faulty.

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