Recent article by Jim DeMarco, Chief Technical Officer of Redknee entittled 'Bill shock isn’t just for business travellers anymore. Just ask anyone with kids' discusses on managing customer satisfaction when it comes to their mobile expenditure.
"Showing the customer how high the proverbial thermometer is getting is the only way to keep them from getting angry, either at their child or at the device and carrier who let the kid overspend. Giving customers some measure of transparency and control may not optimize revenues for the app providers, but is the best way to reduce bill shock and potentially customer churn."
"Having both real-time purchasing /upgrade capabilities and providing real-time control and feedback to the customer are key requirements for BSS today. Charging, billing and policy control solutions need to work in harmony. Indeed, bill shock is just one example of the convergence of charging and policy as a common marketing/business need driven by this new commerce experience."