WINNER!
THE WEB MARKETING ASSOCIATION IS PROUD TO PRESENT THIS 2024 MOBILEWEBAWARD FOR OUTSTANDING ACHIEVEMENT IN MOBILE DEVELOPMENT
To: Virgin Plus
For: Virgin Plus
Award: Best Telecommunication Mobile Application
Click here to see entry creative
About the Entry
Virgin Plus is mobile, plus internet, plus TV, plus so much more. The Virgin Plus My Account app lets users manage their account 24/7 from their phones, including paying bills, checking usage, adding roaming or extra data to their plans, and so much more. Users have the ability to change their monthly plan directly in the app, check their account balance, view and pay bills, and manage usage through add ons or data blocks. For support, users have a variety of resources, from the Virtual Repair tool, eChat, the Virtual Assistant, and Community Forum, The My Account app is available to all monthly Virgin Members.
The Virgin Plus App has successfully launched its Wi-Fi Checkup feature, which helps customers troubleshoot and optimize their Wi-Fi. After the tool does a series of tests (checking service diagnostics, performing a speed test, etc) the customer sees a detailed view of its devices connected to the Wi-Fi, as well as alerts if there's anything wrong with their connection or speed. The customer can then troubleshoot alerts and fix any issues they might have.
Similarly, it has launched the Virtual Repair AIML functionality. This dynamic flow has leveraged customer driven actions to expand the steps available for troubleshooting any Internet, TV or Home phone issue, and resolving customer issues. The tool incorporates a machine learning model which improves the functionality with data history. If the tool recognizes that the customer may need a technician, the customer can book an appointment through the app instead of calling or chatting with an agent.
Finally, the Virgin Plus App now has the functionality to easily manage the data settings through the app, specifically the ability to block or unblock a subscriber's data and to manage usage.
Award Credits
Contributors:
Alain Dadoun: |
VP of Digital |
Program and Delivery Director: |
Roberto Lancione |
Program Manager : |
Purnima Balachandran |
Program Manager : |
Omar Ouibrahim |
Product Manager: |
Jeremie Racine |
Product Owner: |
Patrick Fournier |
Product Owner: |
Marika Fellegi |
Product Owner: |
Rossella Cioffi |
Product Owner: |
Heeva Sarkharrah |
Product Owner: |
Enrico Guy |