Consumers Want Bundles, says Convergys

61% of UK consumers would spend more with their mobile service provider if mobile operators gave them the flexibility to choose the options that fit their needs. Thats one of the key findings of a study just released by relationship management firm, Convergys Corporation. The study shows that consumers are increasingly willing to bundle broadband, TV, and even games consoles with their mobile service, so long as the provider can offer the flexible service and choice that customers demand.
The survey also finds, however, that mobile operators are missing excellent opportunities to sell new bundles to UK subscribers. 49% of respondents said that they do not receive any promotions or offers on bundles from their providers, even though 72% claim they would like to. 
Convergys believes that these trends mark a new dynamic in the consumer mentality following the economic slowdown. Rather than cutting back on expenditure, the survey suggests UK consumers are willing to spend more on their mobiles and make savings elsewhere. Tapping into this demand will require operators to consider using convergent billing and customer care solutions to harness real-time intelligence into customer preferences, says Convergys. With this intelligence, it says, operators can make relevant offers and support each sale with tailored, multichannel customer service. 
It is impressive to see the level of trust UK consumers place in their mobile providers.  As new technologies emerge and new services become available, it is clear that subscribers want their mobile providers to advise them on which services they should buy and which combination of services will give them the best value for money, says Convergys President of Information Management, Bob Lento. This is a great win-win for the mobile operator as each contact with the customer provides an opportunity to increase user revenues. 
But Lento says he is concerned that so many people dont receive offers from their mobile operators, even though they would like to. This is a missed opportunity, he says. If operators are to ensure a return on their customer interactions, they need to utilize convergent billing solutions, customer service channels, and real-time intelligence strategically, so that each customer receives relevant offers and the services he or she needs.

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