Like a lot of people I have a mobile subscription contract with split billing. A part of the bill is paid by my employer (lucky me ), the other part I have to take care of.
Every month I get the same text message: “Mobistar. Your invoice of 0€ is available on the Zoomit platform. You have to pay before the on this bank account with the following reference .”
From a customer experience point of view there are some improvements I would like to suggest:
- Instead of starting with “Mobistar” (the company’s name), I suggest a friendly greeting: “Hi David!”
- An invoice of 0€ isn’t really worthy the name, is it? An alternative: “This month you don’t have to pay!”
- Adding bank account numbers and references for an invoice that isn’t really an invoice is just irrelevant! Replace it with something like: “The bill is taken care of by . No worries and have a great day!”
To recap, the complete message would be: “Hi David, this month you don’t have to pay! The bill is taken care of by Inventive Designers. No worries and have a great day! The Mobistar Team”.
Next month I would expect something like “Hi David, again nothing to pay! Enjoy the sunshine! The Mobistar Team”. Conditional messages that take the context into account (2 months in a row, the invoice amounts to zero euros and the sun is shining) really contribute to a positive customer experience. Sending out the same message every month really feels like what a machine would do, not a real person.
After 3 months with invoices that amount to zero euros, this could be a relevant message: Hi lucky you, again nothing to pay and this for three months in row! You should thank Inventive Designers for taking care of you! The Mobistar Team”.
I don’t mind getting texts from Mobistar, but if they would have asked I would have agreed with push notifications or direct messages via twitter too. Cheaper alternatives (maybe not for a telco company), but they didn’t care to ask. An opportunity for the future?
I’m going to end with some questions that pop up now:
- Is there somebody at Mobistar who cares about relevant communications? Who?
- Is Mobistar scanning social media to find articles or statements about their brand?
I guess I’ll find out soon enough or not…