Customer Experience + Business SystemsPayments processed through the app
Consumer Cellular customers frequently called support for routine account tasks. Maritza researched the highest-volume issues and helped turn those recurring problems into self-service experiences customers could complete directly in the app.
01 / The Problem
Customers needed help with things they should have been able to do themselves.
Customers frequently contacted support for routine tasks such as paying bills, updating payment information, managing AutoPay, and understanding usage.
That created friction for customers and unnecessary work for the support team.
02 / The Insight
The support queue showed uswhat to fix first.
Instead of guessing what customers needed, Maritza spoke directly with customer service representatives and identified the issues generating the highest volume of calls. Those patterns became the roadmap for self-service.
03 / The Solution
Turn recurring support problems into self-service.
- 01Pay bills
- 02Update payment information
- 03Enroll in AutoPay
- 04Monitor usage
- 05Receive notifications
04 / The Experience
Make the easy things actually easy.
From calling support to completing the task directly.
05 / Maritza's Role
Research. Prioritize. Simplify.
01Researched the highest-volume customer service issues
02Spoke directly with customer service representatives
03Identified opportunities for self-service
04Designed the mobile customer experience
05Recommended features based on customer research
06Worked directly with Consumer Cellular on product direction
Work completed through AltSource, as part of a broader Consumer Cellular team effort.
06 / The Results
Payments processed through the app
Payments processed through the Consumer Cellular app increased from approximately $1.3M in April 2018 to approximately $2.1M in October 2018.
Fewer customer service calls
Higher AutoPay enrollment
Fewer late payments
Higher customer retention
These outcomes reflect a broader Consumer Cellular team effort.
07 / Business Impact
One better experience created multiple business outcomes.
Better self-service reduced support demand while improving how customers paid, managed accounts, and stayed engaged.
- Fewer support calls
- More payments through the app
- Higher AutoPay enrollment
- Fewer late payments
- Higher retention
Better customer experience can also mean better operations.
Make the customer's life easier, and the business often gets easier too.
By solving routine customer problems directly in the app, Consumer Cellular reduced repetitive support work while improving important customer behaviors.
What are your customers still asking your team to do manually?
If customers repeatedly need help with the same task, there may be an opportunity to simplify the experience and automate the work behind it.