Sunday, 24 June 2018

It is good to chat: Why telcos should embrace instant messaging

By Mickaël Rémond, ProcessOne
Monday 08 September 08

The pressure is on mobile operators to deliver interactive services to their subscribers, and IM stands to play a key role in this.

Instant messaging (IM) is currently one of the great untapped opportunities for telecoms operators. Be it launching their own IM service or interconnecting with other IM networks the potential is endless. Operators can increase customer loyalty, up and cross-sell to users, empower their brand by creating a community, increase MMS traffic and achieve the all important objective of increasing the average revenue per user (ARPU). Operators have already started to utilise IM for customer communications. Many operators now encourage users to visit their Websites and IM is a very effective channel for online users to communicate with customer service representatives and other users…

Instant messaging (IM) is currently one of the great untapped opportunities for telecoms operators. Be it launching their own IM service or interconnecting with other IM networks the potential is endless. Operators can increase customer loyalty, up and cross-sell to users, empower their brand by creating a community, increase MMS traffic and achieve the all important objective of increasing the average revenue per user (ARPU). Operators have already started to utilise IM for customer communications. Many operators now encourage users to visit their Websites and IM is a very effective channel for online users to communicate with customer service representatives and other users…

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