The Growth in Mobile Operator Apps: The acceleration of digital customer service through an App strategy
The growth in Mobile operator Apps: The acceleration of digital customer service through an App strategy report – provides a detailed report on the market for Mobile Operator Apps, with case studies of deployments by selected mobile operators around the world. It also considers the deployments of a Mobile operator App as part of a wider digitalization strategy.
Telecomspricing considers the rapid spread of the mobile App by MNOs worldwide. They are introducing Mobile operator Apps as a form of customer care & to allow the user to access additional services.
With the rapid increase in smartphone sales and penetration rates worldwide smartphone Apps have also become ubiquitous. The most popular mobile Apps all remain free to use, although revenues from paid for Apps are also increasing over time.
Companies covered:
A1 (Austria), AIS (Thailand), Airtel (India), AT&T (USA), Digi (Malaysia), Globe (Philippines), Grameenphone (Bangladesh), Jio (India), Maxis (Malaysia), MTN Group, Orange Group, Safaricom (Kenya), Sky (UK), Sunrise (Switzerland), Swisscom (Switzerland), T-Mobile (USA), Telefonica Group, Telekom (Germany), Telekomsel (Indonesia), True ID (Thailand), Turkcell (Turkey), Vodacom (South Africa), Veon Group, Verizon (USA), Vivo (Brazil) and Vodafone Group.
Telecomspricing considers the rapid spread of the mobile App by MNOs worldwide. They are introducing Mobile operator Apps as a form of customer care & to allow the user to access additional services.
With the rapid increase in smartphone sales and penetration rates worldwide smartphone Apps have also become ubiquitous. The most popular mobile Apps all remain free to use, although revenues from paid for Apps are also increasing over time.
Companies covered:
A1 (Austria), AIS (Thailand), Airtel (India), AT&T (USA), Digi (Malaysia), Globe (Philippines), Grameenphone (Bangladesh), Jio (India), Maxis (Malaysia), MTN Group, Orange Group, Safaricom (Kenya), Sky (UK), Sunrise (Switzerland), Swisscom (Switzerland), T-Mobile (USA), Telefonica Group, Telekom (Germany), Telekomsel (Indonesia), True ID (Thailand), Turkcell (Turkey), Vodacom (South Africa), Veon Group, Verizon (USA), Vivo (Brazil) and Vodafone Group.
METHODOLOGY
INTRODUCTION & OVERVIEW – THE IMPORTANCE OF HAVING A MOBILE OPERATOR APP STRATEGY
The definition of the Mobile operator App
The most popular Mobile Apps
Mobile Operator App Stores
The most popular Mobile operator Apps
Uses for the Mobile Operator App
What are the advantages of providing a Mobile operator App?
The Nine Benefits of introducing a Mobile operator App
SECTION ONE – ADVANTAGES TO THE MNO OF INTRODUCING A MOBILE OPERATOR APP STRATEGY
Introduction
The cost benefit advantage of a Mobile operator App
Retail case studies – the impact of digitalization
The other benefits of a Mobile operator App
SECTION TWO – ADVANTAGES TO THE USER OF A MOBILE OPERATOR APP
Introduction
Ease of contact and access to the user of a Mobile operator App
The effects of the Covid-19 pandemic on digital services
The advantages of an interactive user experience
A more interactive user experience from the Mobile operator App
Extra added value services provided by the Mobile operator App
Further Mobile operator App developments that are being planned
SECTION THREE – THE USE OF MOBILE OPERATOR APPS WORLDWIDE
Introduction
Mobile operator Apps provided in Developing Markets
Developing Markets Mobile operator App Summary
The Mobile operator Apps provided in Developed Markets
Developed Market Mobile operator App Summary
SECTION FOUR – CONCLUSIONS & THE FUTURE DEVELOPMENTS FOR MOBILE OPERATOR APP
Introduction
The future development path for Mobile operator Apps
Mobile operator Apps and a Mobile operator’s overall digital strategy
Conclusion – The growth of Mobile Operator Apps
The future developments for Mobile operator Apps
LIST AND FIGURES:
Figure 1 – A table showing the currency conversion rates used converted into USD $1
Figure 2 – A chart showing the approximate download numbers for the most popular Mobile Apps in millions of users (Apple App Store) 2019
Figure 3 – A table showing the ratings for selected Mobile operator Apps in their segment
Figure 4 – A picture showing the Orange Jordan Tikram points programme
Figure 5 – A picture showing the AIS electronic bill feature on the MyAIS App
Figure 6 – A screenshot showing the True ID App logo
Figure 7 – A chart showing the increase in spending per omnichannel element
Figure 8 – A table showing Vodafone operating cost spending targeting digital projects in Euro
Figure 9 – A table showing selected Mobile operator Apps with the highest approval ratings (ranked out of 5) on the Apple App Store (as of May 2020)
Figure 10 – A chart showing the comparative costs of the Third-party agent, MNO retail store, call centre & Mobile App in USD per transaction
Figure 11 – A picture showing the automated Singtel Unboxed pop-up retail store
Figure 12 – A table showing the Covid-19 impact (in Singapore, Taiwan, Korea, Japan & Hong Kong) on online consumer spend
Figure 13 – A screenshot showing the Telekom MeinMagenta App
Figure 14 – A table showing examples of selected Mobile operator Apps launched worldwide
Figure 15 – A sample of the MySingtel Mobile operator App page
Figure 16 – A table showing the growth in the MySingtel App – in user numbers and as a percentage
Figure 17 – A screenshot showing the Airtel Thanks App
Figure 18 – A picture of the Digi Malaysia Box of Surprises promotion
Figure 19 – A screenshot showing the GlobeOne App
Figure 20 – A screenshot showing the GrameenPhone My GP App
Figure 21 – A screenshot showing the MyJio App
Figure 22 – A screenshot showing the MyKyivstar App
Figure 23 – A screenshot showing the Safaricom Kenya App
Figure 24 – A screenshot showing the Vivo Easy App logo
Figure 25 – A screenshot showing the TrueYou loyalty App
Figure 26 – A screenshot showing the MyVerizon App
Figure 27 – A screenshot showing the MySky App
Figure 28 – A chart showing the increase in digital customer interactions for Orange France (2014 to 2018)
Figure 29 – A chart showing the target for the Orange Net Promoter Score (NPS) from 2015 to 2018
Figure 30 – A table showing the proposed Vodafone Group digitalization strategy from March 2017 to March 2021
INTRODUCTION & OVERVIEW – THE IMPORTANCE OF HAVING A MOBILE OPERATOR APP STRATEGY
The definition of the Mobile operator App
The most popular Mobile Apps
Mobile Operator App Stores
The most popular Mobile operator Apps
Uses for the Mobile Operator App
What are the advantages of providing a Mobile operator App?
The Nine Benefits of introducing a Mobile operator App
SECTION ONE – ADVANTAGES TO THE MNO OF INTRODUCING A MOBILE OPERATOR APP STRATEGY
Introduction
The cost benefit advantage of a Mobile operator App
Retail case studies – the impact of digitalization
The other benefits of a Mobile operator App
SECTION TWO – ADVANTAGES TO THE USER OF A MOBILE OPERATOR APP
Introduction
Ease of contact and access to the user of a Mobile operator App
The effects of the Covid-19 pandemic on digital services
The advantages of an interactive user experience
A more interactive user experience from the Mobile operator App
Extra added value services provided by the Mobile operator App
Further Mobile operator App developments that are being planned
SECTION THREE – THE USE OF MOBILE OPERATOR APPS WORLDWIDE
Introduction
Mobile operator Apps provided in Developing Markets
Developing Markets Mobile operator App Summary
The Mobile operator Apps provided in Developed Markets
Developed Market Mobile operator App Summary
SECTION FOUR – CONCLUSIONS & THE FUTURE DEVELOPMENTS FOR MOBILE OPERATOR APP
Introduction
The future development path for Mobile operator Apps
Mobile operator Apps and a Mobile operator’s overall digital strategy
Conclusion – The growth of Mobile Operator Apps
The future developments for Mobile operator Apps
LIST AND FIGURES:
Figure 1 – A table showing the currency conversion rates used converted into USD $1
Figure 2 – A chart showing the approximate download numbers for the most popular Mobile Apps in millions of users (Apple App Store) 2019
Figure 3 – A table showing the ratings for selected Mobile operator Apps in their segment
Figure 4 – A picture showing the Orange Jordan Tikram points programme
Figure 5 – A picture showing the AIS electronic bill feature on the MyAIS App
Figure 6 – A screenshot showing the True ID App logo
Figure 7 – A chart showing the increase in spending per omnichannel element
Figure 8 – A table showing Vodafone operating cost spending targeting digital projects in Euro
Figure 9 – A table showing selected Mobile operator Apps with the highest approval ratings (ranked out of 5) on the Apple App Store (as of May 2020)
Figure 10 – A chart showing the comparative costs of the Third-party agent, MNO retail store, call centre & Mobile App in USD per transaction
Figure 11 – A picture showing the automated Singtel Unboxed pop-up retail store
Figure 12 – A table showing the Covid-19 impact (in Singapore, Taiwan, Korea, Japan & Hong Kong) on online consumer spend
Figure 13 – A screenshot showing the Telekom MeinMagenta App
Figure 14 – A table showing examples of selected Mobile operator Apps launched worldwide
Figure 15 – A sample of the MySingtel Mobile operator App page
Figure 16 – A table showing the growth in the MySingtel App – in user numbers and as a percentage
Figure 17 – A screenshot showing the Airtel Thanks App
Figure 18 – A picture of the Digi Malaysia Box of Surprises promotion
Figure 19 – A screenshot showing the GlobeOne App
Figure 20 – A screenshot showing the GrameenPhone My GP App
Figure 21 – A screenshot showing the MyJio App
Figure 22 – A screenshot showing the MyKyivstar App
Figure 23 – A screenshot showing the Safaricom Kenya App
Figure 24 – A screenshot showing the Vivo Easy App logo
Figure 25 – A screenshot showing the TrueYou loyalty App
Figure 26 – A screenshot showing the MyVerizon App
Figure 27 – A screenshot showing the MySky App
Figure 28 – A chart showing the increase in digital customer interactions for Orange France (2014 to 2018)
Figure 29 – A chart showing the target for the Orange Net Promoter Score (NPS) from 2015 to 2018
Figure 30 – A table showing the proposed Vodafone Group digitalization strategy from March 2017 to March 2021
