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Mobile self-care channels: the benefits of state-of-the-art web, mobile web and mobile app interfaces

Self-care channels can divert 20% of customer-care work from customer service agents, but most require a ‘push’, while smartphone apps are a ‘pull’.

We are interviewing mobile operators to understand the state-of-the-art mobile self-care channels. This Comment focuses on the different mobile channels available, how operators are encouraging users to use them, and the benefits that operators and users derive.

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