Customer Experience, Service & Success

ironSource Aura Launches Aura Care – On-Device Protection Plan Service for Carriers

New product provides customers with a user-friendly and convenient protection offering, while creating a new revenue stream for telcos
customer experience services

ironSource Aura, leading engagement platform for carriers and mobile OEMs, today announced Aura Care, the latest product empowering carriers to create added value and a richer device experience for customers. Aura Care broadens the way device protection plans are accessed, purchased and delivered to phone owners, allowing them to easily purchase and activate these plans directly from their device, and pay with their monthly phone bill. In addition, the solution offers a more native channel for carriers to offer an optimized device protection plan to their customers in a smart way. Aura Care initially launched on two leading carriers in the US and Europe with impressive success converting, on average, more than 10% of customers who initially passed on purchasing device protection in store martech news.

Currently, in mature global markets, more than 50% of new device owners walk out of a store without phone protection, leaving it to a customer service representative, email marketing campaign or SMS to onboard the user. Aura Care enables carriers to connect to their existing provider’s solution, or to multiple protection plan providers if desired, and offer them to customers in a more seamless, intuitive way. When a new user turns on their phone for the first time, the Aura Care onboarding flow, customized to reflect the look and feel of the carrier and optimized for the customer, launches and offers a suitable protection plan tailored to the device type.

“Everything about ironSource Aura is designed to build additional touchpoints and channels of communication between a carrier and their customers,” said Adam Chakir, VP Business Development and Partnerships, ironSource. “Aura Care fits perfectly within that – it creates an additional opportunity for carriers to make their customers’ lives easier and ultimately safer, and enables them to increase brand loyalty and differentiation with their customers. For the phone owner, they’re able to buy a protection plan at a time that feels natural and in a streamlined, seamless way. It’s a win-win for everyone.”

For mobile carriers, the solution can help drive increased incremental revenue from their protection plan service line, as well as allow them to re-engage with customers after the point of purchase in a way that adds value and drives brand loyalty. This is all carried out in a context that is native to the customer’s device onboarding journey, and which can be optimized according to a variety of criteria set by the carrier. Because the solution is dynamic and cloud-based, carriers can also run dedicated promotions during holidays or events, unique campaigns for customers who recently repaired a damaged device, or offers for customers who are nearing the end of their existing protection plan.

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