Improving Customer Care for the Interactive Media Industry

aimm has always championed best practice across the industry, and ensuring that customer care is the focus to help improve consumers’ experience of interactive services has been at the top of the agenda. 

Our extensive and comprehensive Customer Care Best Practice Guide was created to reduce customer escalations to mobile network operators and regulators in the UK. This is intended to work in tandem with the Phone-paid Services Authority’s (PSA) own general guidance on complaint handling. 

The Mobile Ecosystem Forum (MEF) is now compiling a similar guide and will be using key elements from our best practice to ensure there is continuity surrounding customer care for the interactive media and micropayments industries. 

Joanna Cox, General Manager of aimm said The purpose of aimm is to create an environment of consumer confidence and trust within which our members’ commerce can flourish, inside a framework of a strong members’ code of ethics.  aimm has several working groups that bring together the entire interactive media value chain, with a view to making that happen. Our Internal Standards and External Education Working Group is proud to share its Customer Care Guide with our friends at MEF. Sharing best practice in this way can only help Industry self regulate and raise standards, which in turn will benefit the consumer and build trust in phone paid services.”

Ross Flynn from MEF commented “In this succinct White paper, aimm lays down the current obfuscations that lay between the buyer and the relevant merchant and how, through collaboration, each individual player in the Direct Carrier Billing ecosystem can come together to improve the consumer experience through improved clarity and customer support.”

Our Customer Care Best Practice Guide has been well received across our membership value chain, and we are pleased to be able to now share this more widely across industry.

If you are interested in getting your own copy of our best practice guide please contact aimm.

Fonix to power mobile donations for The Prince’s Trust Awards on ITV

Fonix logo in blue

 

Today, Fonix announced that it will be providing the text donation mechanic for The Prince’s Trust Awards. SMS will feature on the awards for the first time in its history. Hosted by Ant & Dec, The Prince’s Trust Awards will air today on ITV.

The Awards recognise young people who have succeeded against all the odds, improved their chances in life and had a positive impact on their local community.

Fonix will be working with The Prince’s Trust and ITV to provide a text-to-donate platform, enabling donors to send a text message to donate either £10, £20, £30 or £40, all charged to their mobile phone bills.

The Prince’s Trust helps young people from disadvantaged communities to get their lives back on track by giving them the confidence and skills to live, learn and earn. Founded by HRH The Prince of Wales in 1976, the charity supports 11 to 30-year-olds across the UK who are unemployed, those struggling at school or at risk of exclusion. Since its inception The Trust has supported more than one million young people in the UK.

Clare Charles, Head of Client Management, said: “At Fonix, we have seen the huge impact of text donations across televised campaigns and are delighted that this will feature on The Prince’s Trust Awards show. We’re looking forward to seeing the results and the difference it makes to help support young people.”

Jessica Mitchell, Individual Supporters Manager for The Princes Trust, said: “Each year, The Prince’s Trust Awards allows us to celebrate the achievements and admire the resilience of young people across the UK and internationally. Incorporating fundraising into the show for the very first time is a natural and exciting addition for us. Fonix’s experience within the charity sector and continued success with text-to-donate made the partnership an exciting prospect.”

Text-to-donate raises over £6.8m in mobile donations for the Ukraine Humanitarian Appeal

Fonix logo in blue

 

Fonix has been the mobile donation partner for the Disasters Emergency Committee (DEC) Ukraine Humanitarian Appeal.

More than £6.8m has been raised by the UK public via text-to-donate so far, to support the aid effort in Ukraine and in neighbouring countries.

Since the beginning of March text-to-donate has been promoted across the BBC, ITV, Channel 4, Channel 5, Sky, Radiocentre, BT Sport and Co-op to name a few.

Concert for Ukraine, which took place in the UK on 29 March, raised more than £4.9m in mobile donations, helping contribute to the £13.4m raised on the night of the Appeal.

The two-hour show brought together names from the world of music for a unique event spreading a message of hope and support, and most importantly, raising funds for the ongoing DEC Ukraine Humanitarian Appeal. The live show was broadcast across ITV, STV, ITV Hub and STV Player.

The show promoted text-to-donate, allowing donors to donate via text at one of four price points: £10, £20, £30 and £40. Donations were charged to a donor’s mobile phone bill.

Rob Weisz, CEO of Fonix, said: “We are so very proud to be able to work with the Disasters Emergency Committee (DEC) to help the humanitarian effort to support those affected by the crisis in Ukraine.”

Simon Beresford, Director of Fundraising and Marketing of DEC, added: “We’re thankful to Fonix for enabling mobile donations so quickly and to the generous UK public whose donations will go on to make such a difference. As humanitarian needs continue to grow, the money raised will help to provide vital support to families caught up in this devastating conflict.”

SLA Digital Announce Carrier Billing Connections with UK Mobile Operators

SLA Digital are pleased to announce that they have added UK mobile operators to their list of direct carrier billing connections.

As a carrier billing aggregator, SLA Digital can now offer full UK coverage, opening up new revenue streams for digital merchants and facilitating fast and frictionless mobile payment experiences for UK mobile customers.

Our connections with UK mobile operators are a very welcome addition. Many of our clients have expressed interest in the UK and we hope they will have great success in the market. When it comes to mobile payments customers are looking for convenience and we are excited to provide a simple payment option for UK mobile subscribers to access our merchants’ services,” commented Kevin Drayne, CEO at SLA Digital.

aimm launches new consumer information site PhoneCharges.org

Today is a really great day, as we launch our brand new consumer-facing website PhoneCharges.org.

Consumers needed a better way to investigate unknown charges on their phone bill, identify who charged them, and resolve their query as quickly as possible, and this is why PhoneCharges.org was born. In its simplest form, the site will signpost consumers to their own network’s number checker or to the PSA’s service checker to quickly identify who has charged them and obtain their contact details. It also contains basic information around what phone-paid services are, why consumers may have been charged, when refunds may be due etc.

PhoneCharges.org will provide users with links to the relevant pages of their mobile networks’ website or to the Phone-paid Services Authority Number Checker so that they can find out quickly where any charges have come from. Additionally, it will provide easy-to-understand information about how phone-paid services work, why users may have charges on their bill and when a refund may be due. It will also provide topical news stories from within the industry which will help consumers understand the types of services that use charge-to-mobile billing.

The website is funded by aimm and its membership, but has been built free of charge by The Cute Group who have a wealth of experience in handling customer queries in this area.

Andrew Fisher, CEO of The Cute Group said ““When aimm approached The Cute Group with a concept to help consumers navigate the maze that is the phone-billed services industry, we knew immediately it had our name on it. As a leading UK player supporting digital services for brands, publishers and content owners, Cute has rich experience understanding the kinds of queries, frustrations and confusion consumers face – and how to resolve them helpfully, and with as little fuss as possible.  We are excited to partner with aimm to bring PhoneCharges.org to life, building the site itself and contributing our experience to support the project as a whole.”

Joanna Cox, General Manager of aimm said “More often than not, queries about phone-paid services are due to a lack of post-purchase information and consumers end up complaining to the regulator who are unable to resolve specific cases. PhoneCharges.org is there to help consumers get the information they need and solve their queries as quickly as possible.”

We hope this site can help consumers better resolve any issues they have, increase their confidence in phone-paid services and, ultimately, create the conditions for growth in our industry.