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.
Next week is MEF Connects – Digital Transformation a two day online event July 18th and 19th. As a Trade Association in the same space we are pleased to be able to support this event. We have been invited to speak on 19th July, Day 2 on Regulatory Frameworks at 12pm UK time.
“The increasing growth of mobile payments has provoked a response from regulators. The intersection of financial, telecommunication and technological regulation make this a complex and challenging question. Leaders in the field are ready to share insight and knowledge.”
As our members will know we have spent a lot of time over the last few years working with the Regulators to ensure that the regulatory space our members work in is protected, fair and encourages innovation and growth, especially with the launch of Code 15 this spring.
We will be joined by Mobile Ecosystem Forum, Three UK, MCP Insight Ltd and Empello
This event is free to attend and you can register for your ticket online. Join the event to get the latest information and news on all things, IoT, Identity and Authentication, Security, Direct Carrier Billing [DCB], OTT Sports, NFTs, Crypto and so much more.
Sam Media provides more than 700,000 Mobio360 subscribers in Africa a window to the world.
The winners of the 2020 Meffys awards, voted by members of the Mobile Ecosystem Forum (MEF), were announced at the virtual MEF Connects Innovators event. Sam Media was nominated by MEF members for its service Mobio360 in the category Richer Mobile Customer Engagement. This category is showcasing mobile products and services that encourage the positive participation and engagement of customers. Meffy Awards, often seen as the Oscars from the Mobile Industry, celebrate innovation, creativity, and ingenuity in the Mobile Ecosystem, applauding the companies that have made a difference across the core ecosystems from the MEF.
Mobio360 is a virtual reality streaming content service offering access to hundreds of fully immersive digital experiences, from guided tours of more than fifty world cities, to adrenaline-fueled extreme sports and activities in hundreds of exotic locations. With the ease of accessibility that direct carrier billing brings, Sam Media provides more than 700,000 Mobio360 subscribers in Africa a window to the world. With its engaging content, smart streaming capabilities to adjust bandwidth, and built-in social sharing functionalities, Mobio360 has encouraged and inspired mobile users on the continent during a time when the pandemic kept everyone indoors.
MEF’s Global Board Director Waheed Adam announced the winners of this year’s Meffys Awards during MEF Connects, an event that brings together influential mobile players from all over the world. Sam Media’s Business Development Director for the African region, Anzelle Robertson, accepted the award virtually.
We are very pleased to announce that aimm have been nominated in the Meffy Awards 2021. The nomination falls under the category of Protecting the Mobile Customer for the launch of PhoneCharges.org. Voting starts for MEF members on the 11th Feb. Winner will be announced on the 23rd February.
We are delighted that the value of PhoneCharges.org has already been recognised in this way and we look forward to continuing to offer and evolve this free service, allowing consumers to investigate unknown phone charges, identify who has charged them and find out how they can resolve their queries.
Post written by MEF as part of MEF Connects: Rich Communications digital event starting on the 29th September.
Rich business messaging is unleashing a new era of consumer marketing, customer care and conversational commerce. It is giving people a wider choice of channels. And it is enabling post-pandemic comms with low-human contact. This is a revolution, and every brand has questions about it. Ahead of MEF Connects Rich Communications this month, MEF ponder a few of them in their blog…read the full post
- Rich messaging could displace the native app
- Lots of platforms to choose from
- Rich messaging is as easy as SaaS
- Rich messaging will supercharge the era of the chat bot
- Shopping inside messages? It’s coming
- Fresh business models to suit all requirements
aimm will be co-hosting elements of the event on the 30th September and we are pleased to be able to to share the full speaker details for the event. Further details and agenda can be found here, but the full agenda will be released on the 17th September.
As part of MEF’s Future of Messaging Programme this all-new digital event brings together enterprises, brands & agencies to connect with MNOs and messaging providers to showcase the business messaging channels that are transforming customer engagement.
The 3-day global event features the latest use cases from brands revolutionising their customer engagement strategies with RCS, WhatsApp, Apple Business Chat, Facebook Messenger and more. Plus, daily analyst briefings, regional deep-dives, industry roundtables, EXPO and facilitated networking sessions.