“Bill Shock” occurs when a customer receives a bill that is both unexpected and significantly higher than their normal bill.
The problem is common in data services (particularly while roaming) as it is difficult for customers to judge how much data they are consuming, and manage the resulting costs.
Importantly, bill shock is most prevalent with business users as they are more likely to use roaming facilities and the end users do not see the resulting bills.
Typical customer reactions to Bill Shock
25% - Change tariff
16% - Migrate to a different telecommunications supplier
30% - Reduce data usage when abroad
7% - Stop using data when abroad
30% - Complain to network supplier
How to prevent Bill Shock?
Bill Shock is normally cause by accidental overuse of data. It can be difficult for a user to know how much data they are using, and how this translates to cost as tariffs change while roaming. Information is the key.
By Using Data Spend Manager, accidental 'Bill Shock' can be prevented by giving users a view of data spend in real time.
Data Spend Manager allows for the following;
- Track and display spend regardless of location
- Proactively alert users of imminent overspend
- Proactively alert admin team of imminent overspend by users
- Allow data cards to be locked if overspend continues
Last Updated on Friday, 30 April 2010 17:13.