Part 3 of our Use Case Gallery series.
Collaboration between our partners and our Professional Service teams unlocks imaginative use cases that deliver optimized and specific views – that answer very targeted questions. The ability to extend Kalix Analytics with novel ideas brings new value and helps deliver customer experiences and service assurance that’s tuned to your offers and packages.
Sometimes, a problem is hiding in plain sight. The issue is that you don’t necessarily know that you need to look for it. As we continue to explore innovative use cases, on which our Professional Services team has worked with your peers to deliver specific capabilities, let’s turn to a couple of common issues that cause customers to complain – but, with a bit of thought can be solved.
We’ll start with something so fundamental that it is probably taken for granted: redial attempts.
We all know the problem. We try to make a call (and actual call, that is, using the native mobile dialer) and…nothing happens.
So, we redial and try again. Very possibly, again too.
This is hardly a new phenomenon. In fact, since all you could really do with a mobile network back in the early days of 2G (and before) was to make a call (think how much stress the ability to send texts through Mobile Originated SMS alleviated…), this could be said to be a foundational mobile problem.
And, it’s one that’s been well studied. Take this, for example – a paper from 2007, discussing redial attempts in the context of cellular network issues and that tricky subjective issue of human behavior. Here’s another.
Fascinating stuff, to be sure – and, basically, users will attempt a variable number of redials, depending on their tolerance – but network factors may impede these attempts. And that’s where we have a neat intersection between user satisfaction and customer experience, and network service quality.